During an assessment under our new approach
Quest Recovery Services Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats. The service is registered to provide care for younger and older adults and children, including those with a learning disability, physical disabilities and mental health needs. At the time of our assessment, 43 adults and no children were receiving care and support.
Date of assessment: 1 – 6 May 2025. We conducted a visit to the service on the 6 May 2025.
The last rating for the service was good (published 20 January 2021). However, we did not look at all the key questions during the last assessment. This assessment was carried out to look at all aspects of the service and as part of our schedule of assessments based on the age of the last rating.
We have rated the service good. We found some aspects of the service were outstanding. People received exceptionally kind and personalised care. Staff treated them as individuals and respected their wishes. Staff and the management team routinely went above and beyond what was expected to ensure people’s needs were met. We found people received good quality care and support. They were safely cared for. Staff recognised when people were in distress, unwell or had an unmet need. They worked with other professionals and advocated for people, to help get them the support they required.
Risks to their safety and wellbeing were assessed and planned for. People were supported with their medicines. Staff assessed people’s home environments and were responsive at addressing any risks within these.
People’s care needs were planned for, and they were able to make choices. Staff respected these choices and encouraged people to stay healthy, eat well and access a variety of services. There was clear information for people and the provider listened to, and valued, their feedback.
There were enough staff to meet people’s needs and keep them safe. Staff developed good relationships with people. Staff felt well supported and had training to understand about best practice. Staff had opportunities to discuss their work with the management team and to continuously learn and develop their practice. Staff enjoyed their work and felt rewarded and valued for this. A member of staff commented, “The positive impact we have on people’s lives is the best thing. It is incredibly rewarding to help someone and make them happy.”
There were effective systems for monitoring and improving the quality of the service and the management team worked in partnership with others to provide good quality care and support.
We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.
We found the service was meeting the principles of right support, right care, right culture. For example, care was planned to help improve people’s quality of life. Staff supported people to make real choices and be in control of their care. The provider worked closely with other professionals to support people to have seamless and joined up care. The staff understood how people communicated and found ways to help ensure their voice could be heard and their opinions were valued.