During an assessment under our new approach
About the service
The service is a care at home service. At the time of the inspection, 15 people were receiving personal care and support.
Who the service is for
The service supports older people, people who are living with dementia and people with physical disabilities who are living in their own homes.
Key findings
We carried out this assessment remotely between 21 and 31 July 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.
There was a culture of learning and improvement throughout the service with a focus on identifying and sharing learning from accidents and incidents. Systems and processes ensured people were safe. A member of staff told us, "We keep the people we care for safe by having clear safeguarding policies and making sure staff are well-trained to spot and report any concerns.” People’s needs were assessed appropriately and risks managed and mitigated. There were clear, person-centred care plans in place which reflected people’s choices and preferences. Members of staff were recruited safely and received training and support to deliver safe care to people. Medicines were administered safely and the management team carried out audits of records and spot checks on competencies of members of staff.
People and their families were involved in regular reviews of their care needs. A member of staff told us, “Risks are regularly reviewed and updated as people’s needs change. We balance safety with promoting independence, ensuring people are supported to make informed choices while minimising risks." We saw evidence of improved outcomes for people who received care and support. For example, a person’s family reported improved confidence and independence, better consistency with daily routines, and increased engagement and motivation. People were involved in discussions and decisions about their care. Where people lack capacity to make specific decisions, the principles of the Mental Capacity Act 2005 were followed, and best interest decisions made with the involvement of those who knew people well. A member of staff told us, “We involve people by listening to their wishes, preferences and choices and encouraging them to make decisions about their care. We explain what support will be provided, seek their consent before delivering care, and respect their right to refuse. Care is always provided in line with the Mental Capacity Act.”
People were supported to maintain their independence and have choice and control of their care. Feedback from reviews of people’s care highlighted instances where people said staff were kind, respectful and allowed them to maintain their independence. One person appreciated the time members of staff took to listen to their choices and to support them to complete tasks at their own pace.
People’s care was person-centred. Care plans were considered ‘living’ documents and were reviewed regularly, or sooner if people’s needs changed. There were good systems in place to listen to people if they wanted to provide feedback or raised concerns about the service. The provider aimed to remove barriers wherever possible and strived to ensure people could access care and support which promoted dignity, independence, choice and positive outcomes.
The service was well led, and the management team were committed to providing a service where people were treated fairly, regardless of age, disability, race, religion, gender, sexual orientation or background. Good governance systems included regular audits of care records, medication, incidents and quality of care, to support continuous service improvement and learning. A member of staff told us, “I am encouraged to share my views, raise concerns and contribute ideas. We are always looking for ways to improve our service through training, feedback and continuous learning. This ensures the people we support receive the highest standard of care."