Accolade Support and Care Ltd

Updated 13 March 2026

Date of Assessment: 23 March 2026 to 9 April 2026. The service is a domiciliary care agency (DCA) providing support to people in their own homes. Not everyone using the service received a regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. This was a planned inspection due to the service having an aged rating.

We rated this service as good overall.

At the time of this assessment, 54 people were receiving personal care from the service, and a further 16 people were being supported with other social care needs.

We found one breach of legal regulation for the failure to notify about other incidents. The provider had not consistently submitted safeguarding and serious injury notifications, as legally required. Whilst we found no harm or increased risk to people being supported, the provider had not notified us of important events relating to safeguarding and serious injuries. The provider had a record of any accidents and incidents, and these had been managed appropriately. This was discussed with the provider who took immediate steps to address this concern.

The registered manager was supported by a team of enthusiastic staff who enjoyed their role, demonstrated good skills and knowledge about the people they supported and promoted people’s right to choice and independence. Staff received training and regular supervision to maintain good practice and told us, “I enjoy being with people and caring for them to the best of my ability. I enjoy helping people to stay clean and comfortable and as happy and healthy as possible each day in their own homes.”

Staff were complimentary about their managers and the service they delivered. Staff told us there was an open culture in which concerns could be raised and acted upon. Staff said, “All the managers are very approachable”, “My Management Team always listen to me” and “They listen attentively.”

There had been a period of change within the service and restructuring of the office and staff team which had impacted positively on the provision of service but had put strain on some of the oversight of the service for a short while. The registered manager was open about how the auditing of medicines had not been completed during this time but had restarted this and evidenced any areas of improvement needed. This had not impacted on the safe delivery of medicines in practice. We saw further improvements were needed to the assessment and recording of mental capacity assessments where new decisions were implemented.

There was a good emphasis on providing opportunities for staff to progress and gain promotion into areas of interest. Workforce wellbeing was positive and staff told us they enjoyed their work. One staff said, “I enjoy being with my colleagues who are all very nice, happy, positive and approachable.”

We saw evidence of good partnership working where appropriate and received highly positive feedback from professionals who had worked with the service about the communication, staff team and leadership of the service.

Whist we have rated this service as good, we have asked the provider for an action plan in response for the breach of failing to notify about other incidents.

Updated 13 March 2026

People received person centred care and personalised support based on their assessed needs and choices. People told us they were treated with kindness and compassion and always felt safe with staff. One person told us, “Staff are really good with my [relative], kind and caring we couldn’t manage without them.”

People knew how to raise concerns if required and said staff and managers were approachable and easy to engage with. One person said, “I think it is well managed as things work well.”

Everyone we spoke with told us they would recommend the service to others and that care was delivered in a way that was respectful and enabled them to maintain their independence. Comments included, “They’ve kept everything going through the good times and through very bad times and when I have needed help, they’ve been quick to get it and to keep the family informed” and “I would definitely recommend Accolade they are good. They seem well informed of what they need to do and they’re proactive with things and they’re all obliging.”

People and their relatives told us they had no concerns about safety and that staff took action to raise any concerns where needed and were well trained. People and their relatives said, “I have to say staff are well trained, they do seem to get the training, and they get people to shadow them from time to time to make sure they are keeping up with everything” and “The service is reliable and staff are trained and skilled to care for my [relative].

People were not supported by staff that they hadn’t first met, and care was taken to introduce staff and provide information on who would be delivering their care. This made people feel valued and ensure that visiting staff were aware of their needs ahead of providing support. One staff told us, “I am never expected to visit a client that I don’t know. Accolade have always insured that we are introduced to our clients properly and shadowing is always given.”