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Independence Homes Domiciliary Care Agency Requires improvement

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

Inspection Summary

Overall summary & rating

Requires improvement

Updated 6 February 2020

About the service

Independence Homes Domiciliary Care Agency (Independence Homes) provides support for adults with epilepsy and other neurological conditions. Some people may also have physical and learning disabilities or mental health needs. At the time of this inspection, the service was providing support within the regulated activity of personal care to 37 people across five ‘supported living’ settings. Support ranged from a few hours per day to 24-hour care. CQC does not regulate the premises used for supported living; this inspection only looked at people’s personal care and support.

People’s experience of using this service and what we found

Since the last comprehensive inspection, Active Care Group, a large national provider had taken over the ownership of Independence Homes. As such, there was a new management team leading the operational running of the service.

The new management team had taken on board the findings of the focused inspection in March 2019 and was working through a comprehensive improvement plan to address the shortfalls. The provider had initially focused on improving Woodland Court. The outcomes for people at that setting now better reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent. The systems and learning trialled at Woodland Court were now being rolled out across the rest of the service.

Recent months had been a period of significant change at the service and resulted in a large turnover of staff. The ongoing recruitment of new staff coupled with the high use of temporary staff had impacted on the quality of support people received. Managers and staff were working hard to address the issues and embed new training and care planning systems which would enable people to receive a more consistent and personalised service.

The new leadership team had secured a cultural shift across the service and people now benefitted from a more open and honest approach to support. People and their representatives were slowly gaining more confidence in the both the staff and systems in place. Feedback was being listened to and people’s voices were now being heard.

Comprehensive assessments and care plans were beginning to provide the basis of personalised care and ensure that staff supported people safely and in accordance with their needs and preferences. Risks to people were now identified and managed in a way that balanced their safety with their right to freedom, choice and independence.

People were encouraged and supported to lead active and healthy lifestyles. Staff were working better to facilitate opportunities for people to engage in a range of meaningful activities and work towards goals and learn new skills that were personal to them.

Those staff who had remained with the service, had done so out of loyalty to people and demonstrated great compassion and commitment to supporting people.

A new quality assurance framework which put outcomes for people at the centre had recently been introduced and a variety of feedback systems were

For more details, please see the full report which is on the CQC website at

Rating at last inspection (and update)

The last rating for this service was requires improvement (published 16 May 2019). The service remains rated requires improvement. The last inspection was a focused inspection where we found five breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations. Whilst this is the second consecutive inspection in which we have rated the service requires improvement, we found significant improvements to the safety and quality of care that people recei

Inspection areas



Updated 6 February 2020

The service was safe.

Details are in our safe findings below.


Requires improvement

Updated 6 February 2020

The service was not always effective.

Details are in our effective findings below.



Updated 6 February 2020

The service was caring.

Details are in our caring findings below.


Requires improvement

Updated 6 February 2020

The service was not always responsive.

Details are in our responsive findings below


Requires improvement

Updated 6 February 2020

The service was not always well-led.

Details are in our well-Led findings below.