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Inspection Summary

Overall summary & rating


Updated 5 December 2019

About the service

Bourne Citizen Limited is a domiciliary care agency providing care and support for adults in their own homes. There were three people using the service at the time of 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 were happy and felt safe with the service. Relatives said that staff had a good understanding of their loved one’s needs and preferences. People’s outcomes were known, and staff worked with people to help achieve these. People were supported and encouraged to maintain their independence and live their lives as fully as possible.

People and their families described the staff as caring, kind and friendly and the atmosphere in each person’s home was relaxed and engaging. People, relatives and staff spoke highly about the management.

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 their roles and responsibilities and were supported to reflect on their practice and pursue learning opportunities. The staff team worked and got on well together demonstrating team work.

People had personalised care plans which were reviewed regularly. All those important to that person were involved. People were supported to enjoy social activities and to pursue their interests.

People and their relatives knew how to complain, the service had a procedure in place. There was trust and respect of the management of the service and all staff felt valued and appreciated.

Quality and safety checks helped ensure people were safe and protected from harm. Audits helped identify areas for improvement and this learning was shared with staff through handovers. This meant the service could continually improve.

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 7 June 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 5 December 2019

The service was safe.

Details are in our safe findings below.



Updated 5 December 2019

The service was effective.

Details are in our effective findings below.



Updated 5 December 2019

The service was caring.

Details are in our caring findings below.



Updated 5 December 2019

The service was responsive.

Details are in our responsive findings below.



Updated 5 December 2019

The service was well-led.

Details are in our well-Led findings below.