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Inspection Summary

Overall summary & rating


Updated 29 November 2019

About the service

Choice Care is a domiciliary care agency who were providing personal care to 199 people at the time of the inspection. 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.

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

The service was well led. People were empowered to make decisions and choices and this was reflected in the feedback we received. Staff told us there was positive culture in the service which supported and promoted positive outcomes for people. One person had commented, “I think the care is really good and it has improved my life loads.” Relatives also gave us very positive feedback about the service and staff. Management and staff knew people well and often went above and beyond expectations to support people.

People told us they felt safe using the service. Staff had carried out safeguarding training and knew their responsibilities. Risk assessments were in place and reviewed to keep people safe. The registered manager had robust recruitment systems and processes in place. Staff felt there were enough staff to meet people’s 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 told us staff were knowledgeable and skilled. Staff felt they had received adequate training and support to undertake their roles.

People unanimously told us staff were kind, caring and respectful. Staff maintained people’s privacy and dignity and supported them to maintain their independence. Consideration had been made to people’s needs in relation to equality and diversity.

The registered manager ensured people had person-centred care plans in place. These evidenced the person had been involved in the decision-making process. People confirmed their care and support was reviewed on a regular basis. All the people we spoke with knew how to make a complaint. The registered manager dealt with all complaints in line with policies and procedures.

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 22 June 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 29 November 2019

The service was safe.

Details are in our safe findings below.



Updated 29 November 2019

The service was effective.

Details are in our effective findings below.



Updated 29 November 2019

The service was caring.

Details are in our caring findings below.



Updated 29 November 2019

The service was responsive.

Details are in our responsive findings below.



Updated 29 November 2019

The service was exceptionally well-led.

Details are in our well-led findings below.