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Intrust Care Milton Keynes

Overall: Good read more about inspection ratings

First Floor, 5 Whittle Court, Knowlhill, Milton Keynes, MK5 8FT (01908) 380600

Provided and run by:
Intrust Care Ltd

Latest inspection summary

On this page

Background to this inspection

Updated 1 October 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

The service had two managers registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 24 hours’ notice of the inspection, and provided an explanation as to the inspection process.

Inspection activity started on 8 September 2020 and ended on 14 September 2020. We visited the office location on 14 September 2020.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority who work with the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

During the inspection

We requested the provider send information to us prior to our site visit. This included information as to the governance of the service, and included evidence to support the monitoring and quality of the service, minutes of meetings, key policies and procedures, and records to evidence the system of recruitment, induction and training for staff. We reviewed this information prior to our site visit.

We spoke with eight staff members by telephone on 9 and 10 September 2020.

During our site visit, we reviewed records with regards to the management of accidents and incidents, safeguarding, complaints and concerns.

Overall inspection


Updated 1 October 2020

About the service

Intrust Care Milton Keynes is a domiciliary care service. The service provides personal care to people living in their own homes. At the time of the inspection there were 27 people using the service.

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

The provider was aware of their role and responsibilities in meeting their legal obligations. Systems to monitor the quality of the service were in place, and were used to develop the service and drive improvement. Records were securely and accurately maintained.

The provider had created an open and inclusive culture seeking the views of those using the service and staff about the quality of the service provided.

The provider, in order to enable staff to deliver quality care provided staff with ongoing support through training, supervision and appraisal, and worked with key stakeholders and organisations to keep up to date with good practice.

Rating at last inspection

The last rating for this service was requires improvement (published on 9 December 2019).

We carried out an announced comprehensive inspection of this service on 12 and 14 November 2019. A breach of legal requirements was found. The provider completed an action plan after the last inspection to show what they would do and by when to improve good governance.

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 Question Well-led which contained the requirement.

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 Intrust Care Milton Keynes on our website at www.cqc.org.uk.

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.