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This service was previously registered at a different address - see old profile


Inspection carried out on 11 September 2019

During a routine inspection

About the service

Gaddesden Row Office is a domiciliary care service that is registered to provide personal care to people living in their own homes in the community. At the time of our inspection 61 people were being supported with personal care.

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

There were some areas in the service delivery which required some improvements. The management team was further developing risk assessments, mental capacity assessments and care plans for people to ensure the support provided was in line with current best practice and legislation.

People were very happy with the support they received. They felt safe and well supported by staff who were kind and caring. Relatives told us the service was reliable and delivered the support needed for people to live in their own homes.

Staff were allocated to support the same people where possible. This ensured people had continuity of care and their support needs were met by staff who knew them well.

People had their needs assessed before they used the service. Care plans and risk assessments were developed to give staff guidance on how to deliver care safely and effectively.

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 they had confidence in staff and the management to raise any issues and these were listened to. The service was flexible and accommodated people’s changing needs.

Staff knew how recognise when people were at risk of any abuse. They reported their concerns promptly internally and externally to local safeguarding authorities.

The management team supported staff to carry out their roles effectively through training, supervisions and competency assessments.

People received care and support in a personalised way from staff who they developed close and trusting relationships with.

People`s medicines were administered as intended by the prescriber by staff who were trained, and competency assessed.

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 requires improvement (published on 12 September 2018).

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 carried out on 18 July 2018

During a routine inspection

This was the first comprehensive inspection of this service since the provider registered with the Care Quality Commission (CQC) on 30 June 2015. This inspection took place on the 18 July 2018 and was announced we telephoned people who used the service and their relatives on the 20 and 23 July 2018 to obtain their views on the service provided.

Gaddesden Row Office is a domiciliary care agency. It provides personal care to people living in both their own houses, flats in the community and also in specialist housing. It provides a service to adults with learning, physical disabilities and older people, including people living with dementia who live in their own homes. At the time of our inspection there were 47 people using the service.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

The registered manager could not demonstrate they had completed audits to monitor call logs.

We found that a reportable incident had occurred. However, this was not reported to CQC as required by the regulation.

The provider had policies in place to monitor any concerns and complaints raised by people who used the service or their relatives. The manager investigated and responded to complaints. However not everyone felt the communication was effective. Some people felt that their complaints or concerns were not always managed satisfactory.

Evidence provided demonstrated that risk assessments in care plans gave guidance to staff on how to manage these risks

There was enough staff available to meet people’s needs. People and their relatives told us that the care and support provided by Gaddesden Row Office was appropriate to meet people's preferred preferences.

Staff helped and supported people to take their medicines safely. Staff received training in safe administration of medicines and knew how to make sure people received their medicines safely.

People felt safe using the service. Staff demonstrated they had a good understanding of abuse and were able to escalate concerns when required. The provider had safe recruitment practices in place.

Staff received training to enable them to carry out their role effectively and safely.

Staff sought people's consent to care. People received support to access healthcare appointments if needed.

People and their relatives told us they were satisfied with the staff that provided their care. Staff members often took the time to have a chat and support people with their needs. People were fully involved in making decisions about their own care. People felt staff treated them with dignity and respect.

People and their relatives told us they had been involved in developing people's care plans and felt that staff listened to them. The manager demonstrated a good knowledge of the staff they employed and people who used the service. Staff understood their roles and responsibilities.