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

Inspection Summary

Overall summary & rating


Updated 4 April 2020

About the service

iDirect provides personal care and support to people living in their own home or their family home. People using the service included people living with a learning disability, autism and/or mental health conditions. At the time of our inspection, there were 9 people being supported by the service who received personal care.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. Where they do we also consider any wider social care provided.

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

Following the last inspection, people’s experiences had improved significantly and they now received outstandingly effective and responsive care and support from a well led and constantly improving service.

Without exception everyone we spoke with or had feedback from was full of praise for the service and its staff.

There was a strong and knowledgeable provider and management team who led by example and who were committed to continually monitoring and developing the service. The provider, management team and staff were passionate about the service. The service was forward thinking and innovative and worked creatively with outside organisations to promote the well-being of people with learning disabilities, autism and mental health needs. They focused on the principles of citizenship and being part of the community and constantly worked with people to achieve this. People, relatives, and staff worked together to support and develop the service.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes and be valued as citzens. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People were supported to have maximum choice and control of their lives and supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People received a truly person-centred service which promoted excellent outcomes for them. This included supporting their independence and control over their own lives. Each person was respected as an individual, with their own social and cultural diversity, values and beliefs.

Staff were highly skilled and motivated. Staff had an in-depth knowledge of the people they supported and worked with them to improve their quality of life. They provided flexible care and support in line with a person's needs and wishes.

People were safe and risks to people were identified, assessed and managed safely with an enabling and empowering focus so no one was restricted. Staff supported people to take positive risks and were flexible in their approach.

There were enough staff to meet people's needs safely and recruitment processes were robust with people included so they had a say about who might be employed to support them.

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 (published 15 May 2017)

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

Going forward we will continue to monitor this service and plan to inspect in line with our inspection schedule for those services rated as Outstanding.

Inspection areas



Updated 4 April 2020

The service was safe.

Details are in our safe findings below.



Updated 4 April 2020

The service was effective.

Details are in our effective findings below.



Updated 4 April 2020

The service was caring.

Details are in our caring findings below.



Updated 4 April 2020

The service was exceptionally responsive.

Details are in our responsive findings below.



Updated 4 April 2020

The service was well-led.

Details are in our well-Led findings below.