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Inspection Summary

Overall summary & rating


Updated 28 April 2021

About the service

42 Alexandra Road is a domiciliary care agency which was providing personal care to 15 people on the day of the site visit. The provider's office is located in Farnborough and they provide care to people living in both Hampshire and Hounslow. They provide care to both younger and older adults, who may have a disability, a mental health diagnosis, a learning disability or who may be living with dementia.

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 and their relatives were happy with the care received. They felt care was provided by skilled, regular staff, who understood their care preferences and how to manage any risks associated with the provision of care.

The registered manager recruited sufficient staff to ensure people’s care could be provided safely. There were robust staff recruitment processes, to ensure only suitable staff were recruited. They ensured people received their medicines safely from appropriately trained staff. Staff assessed potential risks to people and measures were in place to mitigate any identified risks. People were protected from the risk of abuse by the systems and processes in place. Staff had received relevant infection control training and understood how to protect people and themselves from the risks of acquiring an infection. The registered manager ensured learning took place and this was shared with staff.

People’s needs were assessed and their care was planned in accordance with legislative requirements. Staff were supported in their role. Staff ensured people were supported to eat and drink. Staff liaised with health care professionals as required, to ensure people’s healthcare needs were met. 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.

People received care which met their needs and preferences. People were involved in planning their care which was reviewed to ensure it remained relevant. Processes were in place to enable people to raise issues and to seek feedback about their experience of the care provided. The registered manager took relevant action in response to issues raised. Staff supported people with end of life care where required.

The registered manager had implemented robust processes to monitor the quality of the service and to identify areas of the service for improvement. The registered manager promoted a positive culture focused on achieving good outcomes for people. They understood their role and ensured the additional conditions placed upon their registration following the last inspection were met. The registered manager worked openly with other agencies to provide people’s care.

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 requires improvement (published 12 July 2019).

Why we inspected

We carried out an unannounced comprehensive inspection of this service on 08 April 2019. Breaches of legal requirements were found. Conditions were placed on the provider’s registration, which required them to provide regular updates on their actions to improve the service.

Since this rating was awarded the registered provider has moved premises and changed the name of the location. We have used the previous rating and enforcement action taken to inform our planning and decisions about the rating at this inspection.

We undertook this focused inspection to check they now met legal requirements. This report only covers our findings in relation to the Key Questions of safe, effective, responsive and well-led.

Inspection areas



Updated 28 April 2021

The service was safe.

Details are in our safe findings below.



Updated 28 April 2021

The service was effective.

Details are in our effective findings below.



Updated 28 April 2021



Updated 28 April 2021

The service was responsive.

Details are in our responsive findings below.



Updated 28 April 2021

The service was well-led.

Details are in our well-led findings below.