Outreach Office

Updated 11 May 2026

We assessed Outreach Office between 18 June and 2 July 2026 because of the age of its previous rating. Outreach Office is a domiciliary care agency that provides personal care to adults living in their own flats within the site grounds.

The Care Quality Commission (CQC) only inspects services where personal care is provided this includes assistance with tasks related to personal hygiene and eating. Where applicable, any wider social care provided is also considered. At the time of assessment, the service was supporting 12 people.

People benefitted from a service where safeguarding processes were embedded into daily practice and risks relating to people's health, wellbeing and living environment were appropriately assessed and managed.

Medicines were managed safely, and people's flats and communal areas supported independence while promoting safety.

Staffing arrangements met people's assessed needs, with recruitment processes and ongoing recruitment activity in place to support workforce stability and reduce reliance on agency staff.

Care was delivered in line with people's individual needs and supported by comprehensive assessments, regular reviews and ongoing monitoring. People benefitted from timely access to healthcare professionals, including GPs and District Nurses, where required. Care plans provided clear guidance relating to nutrition, hydration, oral health, mobility, medication and skin integrity, ensuring staff could respond effectively to changing needs.

People were encouraged to maintain their independence, make choices, access activities and sustain important relationships. The management team demonstrated a commitment to improvement and responded promptly to feedback by implementing actions to enhance the dining experience.

A positive and open culture was evident throughout the service, with a clear focus on learning, reflection and continuous improvement. Staff spoke positively about the support they received and felt able to raise concerns, share ideas and contribute to service development.

Quality assurance systems were in place to monitor safety and quality across the service, including audits of risk assessments, care records, daily notes, medicines management and staff training. Although these audits identified areas requiring improvement, actions arising from audit findings were not always consistently recorded or monitored to ensure completion. In addition, a provider visit had identified that the audit tracker had not been fully maintained, limiting effective oversight of progress against identified improvements.

Feedback from people, relatives and staff highlighted opportunities to further strengthen the registered manager's visibility within the service. The registered manager was receptive to this feedback and had already begun taking steps to increase their presence and engagement across the service.

Updated 11 May 2026

Feedback from people using the service was consistently positive and reflected a caring, respectful and supportive culture. People described feeling safe, valued and well supported by staff and told us they were involved in decisions about their care and support. People spoke positively about being able to maintain their independence, access activities, spend time in the community and continue meaningful relationships with family and friends. One person told us, "Very happy with care, no concerns at all. I love it here," while another said, "Feel very safe. Staff treat us very well."

Relatives were equally positive about the service and the quality of care provided. Relatives consistently described staff as caring, approachable and responsive, and spoke positively about the relationships they had developed with both people using the service and their families. One relative told us, "The team are consistent and that means care is consistent and well informed,” another commented, "The staff are amazing."

Relatives reported being involved in care planning and review processes and felt communication was open and effective. They also praised the service's partnership working with healthcare professionals and expressed confidence that any concerns raised would be listened to and acted upon.