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Inspection Summary

Overall summary & rating


Updated 25 April 2020

About the service

Trust Care Agency is a small domiciliary care agency supporting seven people living in their own homes. The service provides personal care to all seven people including help with meals and assistance with personal care including washing and dressing.

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

Senior staff knew what was happening within the organisation at any given time and were quick to address concerns once they were informed of them by front line staff. However, the audit and governance records did not always reflect the issues identified and the action taken. This meant the provider did not have effective records to evidence continuous improvement. We saw from regular team meetings that staff were kept informed and updated of any changes in practice to address any concerns. Staff told us communication with the office staff was excellent and they felt well informed of what they needed to know to complete their job. Staff support was available from senior staff both during office hours and out of hours via an on-call system.

Everybody we spoke with told us they felt safe and were supported by staff they trusted to keep them safe. Staff were safely recruited and well trained and they understood when people may be at risk. There were good procedures in place to keep people free from harm. Stable staff teams supported individuals on days and times of their choosing. We were told staff were rarely late and stayed as long as people needed them to stay.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service were in the process of being better developed to better evidence this practice. Where staff were required to support people in more complex areas, staff were tested for their competency in those areas through observational supervisions. People were supported with their diets and hydration to keep them healthy and the service worked with other professionals when required.

Care plans were written in a dignified way with people’s preferences and wishes at the core of decisions made for the support provided. People we spoke with had nothing but praise for staff with some considering the service their greatest support. Family were very grateful for the staff’s willingness to engage with them to keep everyone informed of people’s health and wellbeing. Feedback from a recent satisfaction survey was excellent.

Plans of care were written with relevant people and professionals. Changes in the care provided was sometimes slow to be written in the care plan although it was implemented immediately. The provider had shared with us newly developed short-term care plans to capture circumstances of people’s support when it was at the time of a specific illness and would revert back to the original plan of care once the person had recovered. There had not been any complaints received since the last inspection and each person we spoke with told us they had never had reason to complain.

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

Rating at last inspection

The last rating for this service was Good (17 May 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 25 April 2020

The service was safe.

Details are in our safe findings below.



Updated 25 April 2020

The service was effective.

Details are in our effective findings below.



Updated 25 April 2020

The service was caring.

Details are in our caring findings below.



Updated 25 April 2020

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 25 April 2020

The service was not always well-led.

Details are in our well-Led findings below.