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Inspection Summary

Overall summary & rating


Updated 13 March 2020

About the service

New Key provides support to people in their own home. People using the service have learning disabilities and/or autism, or physical disabilities. 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 the inspection, four people were receiving support with personal care.

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

People received good, person centred support that met their needs. People were encouraged to be part of planning their own support and setting their goals. Care was reviewed regularly to ensure it continued to meet people’s needs.

People were safe and had built positive relationships with staff who supported them. There were sufficient numbers of staff to cover people’s care needs. Arrangements were in place to cover shifts in the event of unplanned absence. People received safe support with their medicines where this was required.

Staff understood people’s needs well and worked hard to support people towards their goals and aspirations. We heard many positive examples of how people had been supported in an inclusive and empowering way. Staff incorporated the advice and guidance of other health and social care professionals in to their support.

Staff were well supported and trained. They told us they felt valued and listened to and free to raise any issues or concerns.

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.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.

The service was well led. A strong person centred culture had been established within the service. The provider was working at a national level to promote ways of funding care that empowered and provided choice for people receiving care.

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 10 August 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 re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 13 March 2020

The service was safe.

Details are in our safe findings below.



Updated 13 March 2020

The service was effective.

Details are in our effective findings below.



Updated 13 March 2020

The service was caring.

Details are in our caring findings below.



Updated 13 March 2020

The service was responsive.

Details are in our responsive findings below.



Updated 13 March 2020

The service was well-led.

Details are in our well-Led findings below.