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Inspection Summary

Overall summary & rating


Updated 13 November 2018

The inspection took place on 3 and 10 October 2018. The registered provider was given short notice of the visit to the office, in line with our current methodology for inspecting domiciliary care agencies.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults, younger disabled adults and children.

At the time of our inspection there were 40 people being supported that were receiving personal care.

This was the first inspection of the service since it was registered in August 2017.

The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen.

The service was managed by the 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.

People told us they were safe, staff understood the importance of safeguarding vulnerable people. Risks were managed and people were supported to be able to take risks as part of an independent lifestyle.

Staffing levels were maintained to ensure that people's care and support needs continued to be met safely and there were safe recruitment processes in place.

People continued to receive their medicines in a safe manner and received good healthcare support. The service supported people to prepare and make meals.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People’s needs and choices were assessed and mental capacity assessments were undertaken. Peoples best interests were considered.

Staff worked with people and their relatives to understand how best to support them. Everyone we spoke with, without exception, said they were very happy about the service being provided. Staff were kind, considerate, resected people and maintained their dignity.

People received individualised, personalised, person centred care that met their needs. People were supported to access the community and live fulfilled and meaningful lives.

People were listened to and any complaints received were dealt with following the providers complaints policy and procedure.

A system was in place for checking the quality of the service using audits, satisfaction surveys and meetings. People made their views known through the complaint and quality monitoring systems. People's privacy and confidentiality were maintained as records were held securely

Inspection areas



Updated 13 November 2018

The service was safe.

Risk were identified and managed. People were safe. Medicines were managed to ensure people received their medications as prescribed.

There was enough suitable and sufficient staff employed to support people. Robust recruitment procedures were in place.



Updated 13 November 2018

The service was effective.

There was a system in place to ensure staff were trained and training needs were identified. Staff were suitably supported.

The requirements of the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards (DoLS) legislation were being met.

People had access to healthcare professionals when required.



Updated 13 November 2018

The service was caring.

People told us that staff were kind and caring. People were respected and had their dignity maintained.



Updated 13 November 2018

The service was responsive.

People's received a person centred responsive service, people's needs had been fully assessed and they were involved in planning their care.

There were arrangements in place to respond and learn from feedback from people, relatives and staff.

People and their relatives were confident they were listened to and knew how to complain if they felt it necessary.



Updated 13 November 2018

The service was well led.

There was a registered manager in post and a new management team to support the care delivery. Staff felt valued and listened to.

The registered provider had systems in place to ensure the service operated to an expected standard.