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Inspection Summary

Overall summary & rating


Updated 5 February 2020

About the service

Proactive Medicare provides personal care to people in their own homes. At the time of inspection, the service was supporting seven people, all of whom were receiving the regulated activity of personal care and living with complex health conditions.

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

Staff had received training to safeguard adults from potential abuse. Peoples identified individual health risks were assessed and managed safely in line with their personal preferences.

The registered manager had improved the recruitment process and staff had undergone pre-employment safety checks.

Staff managed medicines safely and the registered manager had regular oversight of this.

People who had complex needs were supported by knowledgeable and well-trained staff.

Staff ensured people had access to appropriate health care professionals when their needs changed.

People were supported to maintain their nutritional and hydration needs.

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 understood the principles of the Mental Capacity Act and people’s choice was promoted in all aspects of care.

Staff were caring, and the registered manager role modelled this behaviour.

People’s privacy, dignity and independence was respected.

People had person centred care plans which were updated on a regular basis.

The provider had a complaints process in place. Any complaints were investigated thoroughly, and the registered manager was open and transparent.

People received personalised care and support, informed by best practice guidance and in line with people’s personal preferences and goals.

People at the end of their lives and their loved ones, were supported well by compassionate staff.

The registered manager had systems in place to monitor the quality of care provided.

Staff told us the registered manager was hands on, warm and approachable. There was an open culture for staff and people to express concerns.

Healthcare professionals were very positive about the service.

For more details, please see the full report which is on the CQC website at

Rating at last inspection and update: The last rating for this service was requires improvement (published 15 November 2018) and there were two breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

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 5 February 2020

The service was safe.

Details are in our safe findings below.



Updated 5 February 2020

The service was effective.

Details are in our effective findings below.



Updated 5 February 2020

The service was caring.

Details are in our caring findings below.



Updated 5 February 2020

The service was responsive.

Details are in our responsive findings below.



Updated 5 February 2020

The service was well-led.

Details are in our well-Led findings below.