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Care Choice North West Limited Outstanding

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

Inspection Summary

Overall summary & rating


Updated 16 April 2020

About the service

Pier House is a domiciliary care service that provides support and personal care to adults in their own homes. 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. At the time of our inspection 90 people were receiving support with personal care.

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

Everyone involved in the running of the service exuded passion for delivering care that was person-centred and gave people a meaningful life. All Pier House staff went above and beyond to provide people with positive outcomes and experiences; people were consistently placed at the heart of the service.

People told us their lives had greatly improved due to the consistent support they received from staff. Achieving desired outcomes and providing truly individualised care and support was central to care planning and delivery. Professionals spoke extremely highly of the person-centred care and innovative methods used by the service.

It was evident the values held by staff had been cascaded down from the registered manager who showed great passion for making a difference to people’s lives. There was a strong emphasis placed on empowering people and involving them in the running of the service. The registered manager was continuously looking at ways to improve the quality of care and had been highly praised by professionals for their collaborative working. Due to the excellent working relationships between staff and health and social care professionals, people received a package of care that was right for them.

People told us they felt safe with the staff who supported them. Staff knew how to recognise abuse and were confident reporting safeguarding concerns. Risks to people had been identified and plans were in place to manage these. There were enough staff with the right skills, knowledge and experience to meet people’s needs.

People’s needs had been holistically assessed and guidance was in place for staff to follow to ensure they delivered effective care and support. Staff received a detailed induction and on-going practical training to ensure they maintained the right skills to provide individualised care and support. Staff spoke highly of the training and support they received.

People were supported to live healthier lives. Staff educated people and family members about healthy eating and supported people with meals where needed. People were supported to access health care appointments and staff followed guidance from health and social care professionals.

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.

People and family members spoke highly of staff and how kind and caring they were. Staff took time to chat and get to know them and it was evident positive relationships had been developed. People were treated with dignity and respect and staff understood the importance of keeping information private.

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 8 July 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 16 April 2020

This service was safe.

Details are in our safe findings below.



Updated 16 April 2020

This service was effective.

Details are in our effective findings below.



Updated 16 April 2020

This service was caring.

Details are in our caring findings below.



Updated 16 April 2020

This service was exceptionally responsive.

Details are in our responsive findings blow.



Updated 16 April 2020

This service was exceptionally well-led.

Details are in our well-led findings below.