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This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating


Updated 8 February 2020

About the service

Pulse@Home is a domiciliary care agency providing personal and nursing care to children and adults living in their own homes. The service specialises in providing care to people with complex physical and healthcare needs. At the time of our inspection the service was supporting 80 children and adults, all of whom received personal care.

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

The care and support provided to people were person centred. People’s care plans and risk assessments included information about their preferred care and support needs and preferences. Guidance for staff on ensuring that people were supported safely and in accordance with their wishes was included in people’s care records.

Staff had received training about safeguarding and knew how to respond to and report any allegation or suspicion of harm or abuse. They understood the importance of reporting concerns immediately.

The service’s recruitment procedures were designed to ensure that staff were suitable for the work they would be undertaking. New staff members were not assigned work until satisfactory references and criminal records disclosures had been received.

New staff received an induction to the service before starting work. All staff received regular training to ensure that they were able to meet the needs of the people they supported. Staff had not always received in regular supervision sessions from their manager to support them in carrying out their roles. The service had identified this failure and had taken action to ensure that regular supervision was provided to staff.

People and their family were involved in decisions about their care. People had been involved in agreeing their care plans and participated in reviews of the care and support provided to them. People and family members said that staff asked people for their consent to carry out care and support tasks.

Information about people’s religious, cultural and communication needs was included in their care plans. People had been matched with staff who were knowledgeable about their needs.

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 were regularly asked about their views of the care and support that they received.

Processes were in place to manage and respond to complaints and concerns. People and family members were aware of the service’s complaints procedure and knew how to make a complaint if they needed to.

The provider undertook a range of audits to check on the quality of care provided. Actions had been taken to address any concerns.

People, family members and staff confirmed they were satisfied with recent changes to the service.

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 14 January 2017).

Why we inspected:

This was a planned inspection based on the previous rating.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to inspect as part of our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 8 February 2020

The service was safe.

Details are contained in our safe findings below.



Updated 8 February 2020

The service was effective.

Details are contained in our effective findings below.



Updated 8 February 2020

The service was caring,

Details are in our caring findings below.



Updated 8 February 2020

The service was responsive,

Details are in our responsive findings below.



Updated 8 February 2020

The service was well-led,

Details are in our well-led findings below.,