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Care Matters (Wiltshire) Ltd Good

Inspection Summary

Overall summary & rating


Updated 6 August 2019

About the service

Care Matters (Wiltshire) Ltd is a domiciliary care agency providing personal care to people in their own homes in Warminster and surrounding areas. 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. At the time of inspection 48 people were receiving personal care.

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

People were being supported by sufficient numbers of staff who had been recruited safely. People told us the staff were reliable and the service had never missed a visit. The registered manager told us they only accepted care packages they knew they could deliver. People told us they felt safe when receiving their care and support. Risks were identified and assessed, the management regularly reviewed risk assessments.

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 supported by staff who were trained and supported in their roles. Staff helped people access healthcare services where needed and worked with healthcare professionals to provide effective care. If people required help with meals this was recorded in their care plans.

People were being supported by staff who were kind and caring. One person told us, “The staff help me keep going, cheer me up when I am down and give me a cuddle, they are wonderful. I don’t know what I would do without them, they all have empathy and compassion.” People told us staff helped them to maintain their independence by involving them in their care and encouraging them to maintain their skills. People appreciated having a weekly rota which informed them what staff would be visiting and when. People’s privacy and dignity was promoted by staff and records were kept secure.

People’s needs had been assessed and recorded in a care and support plan which was reviewed regularly. Care and support plans were kept in people’s homes, so they could access them at any time. Communication needs were high-lighted, assessed and recorded in care plans so staff knew how to communicate with people. Where people had requested or been assessed as needing help with social needs this was provided. People told us they had help to go shopping, visit local places of interest or go out for meals which they enjoyed.

People, relatives and staff told us the service was well-led. There was an open and positive culture at the service which was appreciated by all. The registered manager was visible and approachable. People told us they saw management regularly, staff told us they could approach management at any time. Quality monitoring was in place and complaints managed appropriately. The service worked in partnership with other professionals and had good community links.

We have made one recommendation about the development of quality monitoring.

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 (report published 31 January 2017).

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

Follow up: We will continue to monitor information we receive about the service until we return to visit as per our inspection schedule. If we receive any information of concern, we may inspect sooner.

Inspection areas



Updated 6 August 2019

The service was safe.

Details are in our safe findings below.



Updated 6 August 2019

The service was effective.

Details are in our effective findings below.



Updated 6 August 2019

The service was caring.

Details are in our caring findings below.



Updated 6 August 2019

The service was responsive.

Details are in our responsive findings below.



Updated 6 August 2019

The service was well-led.

Details are in our well-led findings below.