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Inspection Summary

Overall summary & rating


Updated 13 March 2019

What life is like for people using this service:

People were supported by a consistent group of staff who were aware of the risks to them and how to keep them safe from harm. Where safeguarding concerns had been raised, they had been responded to and acted on appropriately. Individual lessons where learnt when accidents and incidents took place, but overall analysis of this information was inconsistent.

Staff felt well trained and supported in their role. People were happy with the care they received and felt it met their needs. Staff practice was regularly observed to ensure people were supported safely and effectively and in line with their care needs. Staff had received training in relation to the Mental Capacity Act and were mindful of the need to obtain people’s consent prior to supporting them. People were supported, where appropriate at mealtimes.

People were treated with dignity and respect by staff who were kind and caring to them. People were encouraged to maintain their independence and were supported to be involved in decisions regarding their care.

Staff were aware of people’s needs and individual preferences. People were involved in the planning and review of their care. People were confident that if they raised a concern, it would be dealt with appropriately. Where complaints had been raised, they had been responded to and acted on appropriately.

People and staff were complimentary of the service and considered it to be well led. People were asked for feedback on their experience of the service through surveys and telephone calls. Staff felt supported and listened to and able to contribute to the running of the service. A number of quality audits were in place and the provider and the registered manager had plans in place to drive improvement in the service.

Rating at last inspection: The rating of the last inspection was ‘Good’. This report was published on 17 May 2016.

About the service: This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to both younger and older adults. At the time of the inspection they were providing personal care and support for up to 260 people.

Why we inspected: This was a planned inspection.

Follow up: We will monitor all intelligence received about the service to ensure the next planned inspection is scheduled accordingly.

Inspection areas



Updated 13 March 2019

The service was safe

Details are in our Safe findings below.



Updated 13 March 2019

The service was effective

Details are in our Effective findings below.



Updated 13 March 2019

The service was caring

Details are in our Caring findings below.



Updated 13 March 2019

The service was responsive

Details are in our Responsive findings below.



Updated 13 March 2019

The service was well-led

Details are in our Well-Led findings below.