During an assessment under our new approach
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.