Reablement Provider Service

Updated 5 September 2025

Date of assessment 8 to 12 December 2025.

The Reablement Provider Service is a domiciliary care agency providing short term reablement, rehabilitation and recovery, and is part of the local authorities ‘home first model’, which works with established partner organisations in supporting people to remain in their own home. The service enables people to gain as much as independence as possible to facilitate their continued living at home. Not everyone who used the service received personal care. The CQC only inspect where people receive personal care. This is help with tasks relating to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our assessment 113 people were being supported.

We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. However, at the time of the inspection, no person with a learning disability or autistic person was receiving care and support.

The provider, registered manager, management team and staff worked collaboratively with key partner stakeholders and agencies from both health and social care to deliver a cohesive, dynamic and responsive service. All those involved were committed to people’s recovery, reablement and rehabilitation, maximising the potential of people remaining in their own home, with good quality of life outcomes. Key partner stakeholders and agencies from both health and social care were unequivocally positive about the Reablement Provider Service.

The Reablement Provider Services collaborative approach with partner stakeholders and agencies, ensured a co-ordinated transition of people’s care between services. Comprehensive assessments identifying people’s needs and risk were undertaken to facilitate safe and effective care, with a focus on the person and their home. Potential risks were minimised in consultation with people and a proactive approach to positive risk-taking facilitated recovery, reablement and rehabilitation.

People’s care records provided a comprehensive account as to their progress in the goals identified in consultation with them, ensuring people remained at the heart of any decisions relating to their recovery, reablement and rehabilitation. Records evidenced staffs’ collaborative approach, which included referrals to other services and working alongside other professionals to ensure and promote the delivery of safe, effective and responsive care.

The provider’s ethos towards care was embedded across the workforce. People’s recovery, reablement and rehabilitation was facilitated by staff who had undergone a safe recruitment process, and who had the training, skills and knowledge to facilitate good outcomes for people. Training for staff also considered specific areas of people’s needs, which included dementia, learning disabilities and autistic people.

The provider and registered manager were committed to providing a non-discriminatory and inclusive approach within the service, both for people using the service and staff, underpinned by robust strategies, which outlined the provider’s commitment to equality, diversion and inclusion.

The registered manager and management team were capable and inclusive leaders and managed a dedicated team of staff. Continuous development of the service was facilitated by a learning culture, underpinned by systems and processes which kept under review the quality and safety of the service provided. People’s views, and those of staff, key stakeholders and partner agencies were central to learning and innovation.

Staff well-being was considered a high priority by the registered manager who had facilitated well-being sessions, recognising the positive outcome of people using the service, when staff were supported and valued. Staff were consistently positive of the registered manager’s and management team responsiveness, support and good communication.

The collaborative approach of working with key partner stakeholders and agencies, facilitated by the registered manager, provided an overview of the wider landscape of health and social care services, enabling the service to respond to wider system pressures.

Updated 5 September 2025

People’s views were consistently positive as to the service, and its impact. A person told us, “We just want to say thank you for everything. The service helped us through a very difficult time.” Whilst another said, “I was very happy with the service. It started after hospital when I had an operation and came back home. I’ve improved with their support.” People were unequivocal in recommending the service. A person told us, “I’d absolutely recommend them, they were so good and specific to what we needed.”

People’s positive experiences and outcomes were in response to the services collaborative approach with key health and social care partners. This was co-ordinated by staff from the reablement service who liaised and shared information, making referrals to other services, ensuring timely responses and solutions which had a direct and positive impact on people’s recovery, reablement and rehabilitation. This included the provision of equipment to promote recovery and safety.

People spoke highly of the staff, describing them as caring and respectful. People praised staff’s knowledge and understanding, and the positive impact this had on their progress. People spoke of good communication between staff, which included being supported by staff who spoke the same language as them, and who understood their cultural needs. People told us they were fully involved in all decisions relating to their care, from the initial assessment and through the ongoing review as to their progress. People spoke positively about the support and care provided, when they transferred from the Reablement Provider Service to other services for longer term care and support. A person told us, “Staff arranged a review and helped sort out my long-term care before stopping. They didn’t abandon me, the handover to the new company was smooth.”

People told us they received regular telephone calls from office-based staff, providing them with an opportunity to share their views about the service. People were aware of how to raise concerns. People told us the service was responsive to their changing needs, which included making changes to the scheduled time of care calls. People told us they found it easy to contact and speak with office-based staff.