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Inspection Summary

Overall summary & rating


Updated 25 July 2019

About the service:

268 Ashingdon Road is a domiciliary care agency that provides personal care to people living in their own homes. At the time of inspection 12 people were using the service.

People's experience of using this service:

People told us they felt safe using the service and valued the fact that they were supported by regular care staff who knew them well. People said they never had a missed call, staff arrived on time and stayed for the full length of the arranged visit and provided support in the way they wanted. People told us that the registered provider who was currently managing the service was helpful and approachable. People told us they had no complaints, were happy with the service they received and would recommend the service to other people.

Risks to people had been assessed with guidance for staff to follow. However, improvements were required in terms of risk recording to make sure people's care records were up to date and reflected people's current needs. Medicines were managed safely by staff who had been trained and assessed as competent. Staff had access to protective clothing to prevent the spread of infection. Sufficient staff were employed who had been safely recruited.

Staff received training, supervision and regular observations of their practice to ensure staff had the knowledge and skills to care for people effectively. People received support to have enough to eat and drink that met their needs and preferences. Staff knew people well and reported any health concerns to the registered provider who made appropriate referrals.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. Policies and systems in the service supported this practice.

People told us staff were kind and caring and treated them with dignity and respect. Staff were gentle and compassionate when providing care and support and listened to people. Independence was supported and encouraged.

Improvements had been made to how information about people was collected to help staff get to know people and how they wanted their care and support delivered. There were systems in place to respond appropriately to complaints. Staff had received training in end of life care and feedback from people showed that people and their families received kind and compassionate care.

The registered provider was managing the service whilst a new manager was completing their induction and going through the registration process. Improvements had been made to ensure robust quality assurance mechanisms were in place to monitor the safety and quality of the service. The registered provider had a good level of oversight of their service as often worked out in the field providing care and support to people and overseeing staff practice. They were pro-active at seeking the opinion of people and staff to drive improvements and ensure people were happy with the service they received.

Rating at last inspection: Requires Improvement. (Last report published June 2018).

Why we inspected: This was a planned inspection based on the previous rating.

Follow up: We will continue to monitor the service.

For more details, please see the full report which is on the CQC website at

Inspection areas


Requires improvement

Updated 25 July 2019

The service was not always safe.

There was an inconsistent approach to risk management which potentially placed people at risk of harm but risk was minimised as people were supported by regular staff who knew them well. Medicines were managed safely, and safe recruitment processes were in place. People were protected from the risk of infection and lessons were learned when things went wrong.



Updated 25 July 2019

The service had improved to good.

Details are in our effective findings below.



Updated 25 July 2019

The service remained good.

Details are in our Caring findings below.



Updated 25 July 2019

The service had improved to good.

Details are in our Responsive findings below.



Updated 25 July 2019

The service had improved to Good.

Details are in our Well-Led findings below