You are here

Care Direct & Support Solutions (Luton) Office Good

Inspection Summary

Overall summary & rating


Updated 28 January 2020

About the service

Care Direct & Support Solutions (Luton) Office is a domiciliary care agency providing personal care to seven people at the time of the inspection. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

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

People told us they felt safe and were well supported by staff. People were safe as staff had received training in safeguarding adults and had a good understanding of the types and symptoms of abuse. Staff knew how to report concerns and were confident to do so.

People received their medicines on time and correctly. Staff worked with the local health professionals and pharmacies to ensure people had the right medicine and health support at the right times.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff had a good understanding of the Mental Capacity Act and how to support people to make decisions or report concerns of capacity where people's abilities had changed.

Staff supported people to have enough to eat and drink and to access a range of health professionals as they required it.

People told us staff were kind and caring and never rushed them. Staff supported people to review their care needs regularly involving their relatives and health professionals as requested. People were supported to receive care that was in line with their preferred methods and needs, taking into account their abilities and cultural sensitivities.

Staff responded to complaints quickly and effectively and people told us complaints were resolved and the same issues did not reoccur.

Staff encouraged people to give feedback on the service and suggest ideas for improvements. The manager had created an open, person centred culture and a clear vision of high-quality personalised care that was shared by the staff team and experienced by people receiving care.

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 (3 August 2017).

Why we inspected

This was a planned inspection based on the previous rating.

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 28 January 2020

The service was safe.

Details are in our safe findings below.



Updated 28 January 2020

The service was effective.

Details are in our effective findings below.



Updated 28 January 2020

The service was caring.

Details are in our caring findings below.



Updated 28 January 2020

The service was responsive.

Details are in our responsive findings below.



Updated 28 January 2020

The service was well-led.

Details are in our well-Led findings below.