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

Inspection Summary

Overall summary & rating


Updated 10 March 2021

About the service

This service is a domiciliary care agency. It provides personal care to people living in their own homes. At the time of this inspection the service was providing personal care to 20 people.

People’s experience of using this service

People told us they received safe, timely care. People benefitted from consistent care workers who knew them well and received care from people who understood their communication needs and their language.

The service had made improvements in the management of medicines and how they managed risk. Risks to people’s wellbeing were assessed, and this included when people had health conditions or behaviour which may challenge others. People’s medicines needs were assessed and the service ensured that these were managed safely. Staff were safely recruited and enough staff were available to meet people’s needs. There were appropriate processes to safeguard people from abuse and to learn lessons when things had gone wrong.

Care workers had access to protective personal equipment (PPE) and understood how to use this safely to reduce the risk of transmission of COVID-19. People told us staff used PPE appropriately and maintained social distancing to help keep them safe.

People’s care was planned to meet their needs, and care plans were clear about people’s preferences and how they communicated. People we spoke with gave us examples of how care workers communicated appropriately with their family members, including using objects of reference or Makaton when people were non-verbal. People were supported to access the community in line with their needs when this was part of their plans.

Managers had introduced enhanced systems of audit to ensure good quality recording and to review the quality and safety of the service and had implemented a suitable action plan to address previous shortcomings in the service. People told us that managers contact them regularly to review their needs and ensure they were happy with the service they received. Managers were clear with staff about their roles and responsibilities and used instant messaging and regular team meetings to ensure staff were kept up to date.

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 requires improvement (published 17 December 2019).

Why we inspected

We carried out an announced comprehensive inspection of this service on 3 October 2019. Breaches of legal requirements were found. The provider completed an action plan after the last inspection to show what they would do and by when to improve person centred care and good governance. We issued a warning notice regarding safe care and treatment.

We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions Safe, Responsive and Well-led which contain those requirements.

The ratings from the previous comprehensive inspection for those Key Questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Golden Key Support on our website at

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 10 March 2021

The service was safe.

Details are in our safe findings below.


Requires improvement

Updated 10 March 2021



Updated 10 March 2021



Updated 10 March 2021

The service was responsive.

Details are in our responsive findings below.



Updated 10 March 2021

The service was well-led.

Details are in our well-led findings below.