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Care Preference Ltd Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 18 December 2019

About the service

Care Preference Ltd is a domiciliary care service registered to provide personal care to people living in their own homes. The service provides planned visits and 24-hour support to people who may be living with a neuromuscular disease or other physical disabilities.

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 inspection, the service was supporting 28 people with a regulated activity.

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

Where recommendations were made at the last inspection, action had not always been taken in response. Governance systems in place were not always effective and staff recruitment was not consistently robust.

Accidents and incidents were investigated but outcomes were not always analysed to help improve the service. People received support with their medicines as assessed. However, some improvements were required to medication records.

People told us they felt safe. Infection control procedures were in place to reduce the risk of spread of infection.

People’s needs were assessed prior to them receiving a service. They were supported to access health care services. We received positive feedback from health 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.

Staff treated people with respect. It was clear people had positive relationships with their support staff who they had helped to select based on their own similar interests. People were supported and empowered to make their own decisions.

People received person centred care and staffing was organised and adapted to meet people’s wishes and needs. People were fully supported with their social interests. People’s end of life wishes had not always been explored and the provider planned to review this.

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 26 April 2017).

Why we inspected

This was a planned inspection based on the previous rating.


We have identified a breach in the governance of the service. Please see the action we have told the provider to take at the end of this report.

At this inspection we also recognised that the provider had failed to tell us of notifiable incidents. This was a breach of regulation. Full information about CQC’s regulatory response to this is added to reports after any representations and appeals have been concluded.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas


Requires improvement

Updated 18 December 2019

The service was not always safe.

Details are in our safe findings below.



Updated 18 December 2019

The service was effective.

Details are in our effective findings below.



Updated 18 December 2019

The service was caring.

Details are in our caring findings below.



Updated 18 December 2019

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 18 December 2019

The service was not always well-led.

Details are in our well-led findings below.