You are here

Trident Reach Domiciliary Care - Dudley & Wolverhampton Branch Good

This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating


Updated 26 October 2018

The inspection took place on 20 and 24 September 2018 and was announced. We gave the service 48 hours' notice of the inspection visit because we wanted to give the provider enough time to prepare information we needed as part of our inspection process. This would ensure the registered manager would be available because the service was small. The inspection was prompted in part by information provided by the local authority about an incident following which a person using the service sustained a serious injury. This incident is subject to a safeguarding investigation by the local authority.

This inspection was carried out to check on how people were being supported due to concerns identified by the local authority about risks to people. The last inspection of this service in September 2015 rated the service as ‘Good’ overall with a ‘Requires Improvement’ in the Safe question.

Dudley and Wolverhampton Domiciliary Care is registered to provide personal care services to people in their own houses and flats in the community and specialist housing. This service is a domiciliary care agency. It provides a service to older adults, younger disabled adults and children.

This service provides care and support to people living in a number of ‘supported living’ settings, so that they can live in their own home as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

On the day of the inspection there were 26 people receiving support. There was no registered manager in post as they had recently left. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Care staff were trained to recognise risks to people to keep them safe. There were enough care staff to ensure people were supported timely and medicines were administered. Care staff were provided with personal protective equipment to support people in a way that reduce the risks of infection.

Training was provided to care staff so they had the skills and knowledge to meet people’s needs. People made their own decisions as to how they were supported. The provider adhered to the Mental Capacity Act (2005).

Care staff supported people in a friendly and kind manner. People were involved in the assessments and care planning process so they could be supported how they wanted. People were supported respecting their privacy, dignity and independence.

People’s views were listened to in how they were being supported. The provider had a complaints process in place to enable people to raise concerns they may have.

The provider carried out spot checks and audits but these were not effective in ensuring the quality of the service was maintained. Care records did not consistently reflect accurately or clearly people’s support needs.

While people could complete a questionnaire to share their views on the service they received, the provider did not ensure the outcomes and actions from the process was shared with people.

Inspection areas



Updated 26 October 2018

The service was safe.

People were kept safe by care staff who were suitable trained to keep them safe.

People were supported with medicines as they were prescribed.

There was enough care staff to support people safely.



Updated 26 October 2018

The service was effective.

Care staff received the appropriate support to meet people�s needs.

The provider ensured the Mental Capacity Act 2005 was implemented.

People could get support with their health care as required.



Updated 26 October 2018

The service was caring.

Care staff were kind, caring and friendly.

People were supported to share their views as to how they were supported.

People�s privacy, dignity and independence was respected.



Updated 26 October 2018

The service was responsive.

People�s needs were assessed and they were involved in the process.

The provider had a complaints process so people could raise concerns.


Requires improvement

Updated 26 October 2018

The service was not always well led.

Care records were not consistently clear, concise or accurate enough to ensure care staff would always know how to support people.

Spot checks and audits were taking place; however, they were not always effective in identifying areas of concern/ improvement.

While people could share their views by completing a questionnaire the provider did not ensure the analysis from the process was being shared with people.