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Inspection Summary

Overall summary & rating


Updated 1 June 2018

Quality Home Care is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to both older and younger adults.

This is the first inspection of this service since they reregistered with the Care Quality Commission (CQC) in March 2017. This announced inspection took place on 30 April, 1, 2 and 10 May 2018. There were 66 people supported with the regulated activity of personal care during this inspection.

The Care Quality Commission (CQC) records showed that the service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Staff had an adequate understanding of the Mental Capacity Act 2005 (MCA). People were supported in the main to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. Staff supported people in their ‘best interests.’ However, there was unclear guidance for staff within some people’s care records on whether people had the mental capacity to make day-to-day and/or more important decisions for themselves.

Staff knew how to report any suspicions of harm and poor care practice and that this was their duty to do so.

People were supported by staff to take their prescribed medication safely. Staff followed procedures, using personal protective equipment, to make sure that infection prevention and control was in place. This meant that the risk of cross contamination was reduced by staff when supporting people in their own homes.

People were assisted by staff with their care and support needs in a kind, and respectful manner. People’s dignity and privacy was maintained and promoted by the staff members supporting them.

People and their relatives were involved in the setting up and review of their or their family member’s individual support and care plans. People were supported by staff to have enough to eat and drink.

People were assisted to access a range of external health care professionals to maintain their health and well-being. Staff would work in line with external health care professionals’ guidance, to support people at the end of their life, to have a comfortable and as dignified a death as possible.

People had individualised care and support plans in place which documented their needs. These plans informed staff on how a person would like their care and support to be given, in line with external health and social care professional advice.

There were enough staff to meet people’s individual care and support needs. Individual risks to people were identified and monitored by staff to allow them to live as independent and safe life as practicable.

Staff were only employed within the service after all essential checks had been suitably completed. Staff were trained to provide care which met people’s individual needs. The standard of staff members’ work performance was reviewed through spot checks and supervisions.

Complaints received were investigated and responded to. Actions were taken to reduce the risk of recurrence. The registered manager sought feedback about the quality of the service provided from people, their relatives’ and staff members. There was an on-going quality monitoring process in place to identify areas of improvement needed within the service.

Further information is in the detailed findings below.

Inspection areas



Updated 1 June 2018

The service was safe.

Processes were in place and followed by staff, to protect people from harm or poor care.

Risks to people were monitored by staff to ensure that people remained safe, but promoted people’s independence wherever possible.

There was a sufficient number of staff to meet people’s assessed needs. Recruitment checks were in place to ensure new staff were of a good character.

Processes were in place to make sure that people’s medication was safely managed.



Updated 1 June 2018

The service was effective.

Staff were supported with training, spot checks and supervisions to make sure they were delivering effective care.

Staff supported people with their eating and drinking requirements.

Staff worked within and across organisations to deliver effective care and support. People were assisted to have access to external healthcare services when needed.

People were supported by staff to have choice and control of their lives. Support was given by staff in people’s best interests.



Updated 1 June 2018

The service was caring.

Staff treated the people they assisted in a caring manner and with respect.

People were supported to be involved in making decisions about their care and support needs.

Staff maintained people’s privacy and dignity when supporting them.



Updated 1 June 2018

The service was responsive.

People’s individual needs were assessed and staff used this information to deliver personalised care to people that met their needs.

People’s suggestions and complaints were listened to and acted upon to reduce the risk of recurrence.



Updated 1 June 2018

The service was well-led.

Staff were clear about the standard of care and support they were expected to deliver.

Quality monitoring was in place to oversee the service provided and make any necessary improvements.

People, their relatives’ and staff were encouraged to feed back on the quality of care provided.