- Homecare service
Kirby Care Ltd
We took enforcement action and served a warning notice on the Kirby Care Ltd on 1 September 2026. The provider failed to provide the necessary leadership to ensure the safe and effective governance of the service. A lack of management oversight and governance systems left people at risk of avoidable harm and unsafe or inconsistent care.
Assessment report published 28 September 2026
Contents
Ratings
Our view of the service
Date of inspection: 20 August 2026. Kirby Care Ltd is a domiciliary care agency that provides support to people in their own homes, this included younger adults and older people.
At the time of inspection 26 people were receiving support with personal care. CQC only assesses support provided to people who receive the regulated activity personal care. This is help with tasks related to personal hygiene and eating.
The provider was in breach of legal regulations relating to safe care and treatment and good governance.
There was a lack of effective leadership oversight and governance arrangements. Systems and processes did not provide leaders with sufficient oversight of the quality and safety of the service. This meant a number of concerns identified during the inspection had not been recognised through the provider's own governance and quality assurance arrangements.
Risks were not always supported by appropriate risk assessments or clear guidance for staff. Care records were not always reviewed or updated to reflect people's current needs and the care being provided. Medicines records and systems had not been effectively monitored to ensure people received their medicines safely and in accordance with prescribed instructions.
Staff did not always have the training, skills and oversight required to consistently meet people's needs. The provider had also not ensured people's mental capacity was appropriately assessed where required, and there was insufficient evidence decisions had been made in people's best interests or that consent had been sought in line with the Mental Capacity Act 2005.
Despite these concerns, people and their relatives consistently described staff as kind, respectful and supportive. People were supported by a consistent staff team. Staff received regular supervision and told us they felt supported in their roles.
In instances where CQC has begun a process of regulatory action, we may publish this information on our website after any representations and/or appeals have been concluded, if the action has been taken forward. We have asked the provider for an action plan in response to the concerns found at this assessment.
People's experience of this service
Despite the concerns identified during the inspection, people and their relatives spoke positively about the care and support they received. Several people told us they had chosen the service based on recommendations from others and were satisfied with the care provided.
People and relatives consistently described staff as caring, reliable and responsive. One person told us, "I cannot speak highly enough of the carers, they are superb." A relative said, "They are really caring," and another told us, "The girls are absolutely fantastic. Nothing is too much of a problem, they always work something out."
Relatives also spoke positively about the flexibility of the service and the support provided by managers. One relative described how the provider had increased care at short notice to prevent the need for respite care and told us, "I can't fault them."
People and their relatives were generally satisfied with the timing of visits and told us staff were reliable. One person said, "They are always reliable and on time. I am amazed they come on the dot." Another relative told us, "I wouldn't change anything."
People and relatives told us they could rely on staff and felt confident in the support provided. They were also confident about raising concerns and felt able to approach staff or managers if they needed to discuss any issues.