During an assessment under our new approach
About the service
Your Quality Care Services Limited (Lime Tree) is a homecare agency that provides personal care and support to people living within their own home. At the time of our assessment, there were 8 people being supported with personal care. This is help with tasks related to personal hygiene, eating and drinking.
Who the service is for
The service provides personal care to older people and younger adults who may have dementia, a physical disability, a mental health condition, or a sensory impairment.
Key findings
We carried out this assessment on 9 September 2026. This service was previously rated good. We carried out this assessment to confirm whether the rating of good remained 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 were systems in place to help safeguard people from the risk of abuse. Staff had access to safeguarding policies and procedures to support them in their role. Care staff understood how to recognise abuse and knew to report any concerns they identified to their manager. Staff told us they had full confidence in management staff to act upon any information of concern shared with them. Systems ensured any safeguarding concerns were recorded and reported to other agencies as required, to promote people’s safety.
The provider ensured staff worked within the principles of the Mental Capacity Act 2005 (MCA). Staff confirmed they had received training about the requirements of the MCA and demonstrated an understanding of the legislation. People were not subject to unlawful restrictions as staff understood the need for people to have choice, control and freedom over their lives. Staff understood the importance of gaining consent and considering any potential restrictions to people when providing care. They told us they followed the provider’s procedures in relation to MCA if required.
Staff knew people well and ensured people’s needs and preferences were taken into consideration when providing care. This included supporting people to maintain their independence. One staff member told us, “I support the clients and encourage them to be independent, support them with the things they are unable to do, encourage them to do certain things themselves and ensure they are safe.” Another told us “[Name] likes a chat, they like support with dressing and have a shower once a week. They choose their own clothes.”
Staff told us how they worked closely with people and relatives to identify risks associated with people’s care and how they had built up positive relationships with them. Care plans contained detailed information about people’s life history, cultural needs, and what mattered to them. Care plans contained tasks staff were expected to carry out during each visit. One staff member said, “We use a care plan and we use Apps which have the care plan on as well. The managers will tell us something about the person and tell us to read the care plan and we click the App to say we have read it.”
Environmental risk assessments of people’s homes had been completed to ensure any potential risks such as trip hazards or poor lighting were identified and acted upon to keep people and staff safe from the risk of harm.
There were sufficient numbers of suitably trained staff to support people’s needs and complete the care visits required. Staff completed regular training to help maintain their skills and knowledge which included medicine management. Records and discussions with staff confirmed they had been recruited safely, and they spoke positively of the support provided during their induction process. One staff member told us, “At the beginning I was introduced to the clients 1 by 1, and they showed me what to do. They were very good, brilliant. They were very kind and taught me how to be a good carer.”
Staff had access to regular supervision and staff meetings to ensure they were supported in their role and to maintain good communication across the service. Staff competencies were regularly checked, and learning was taken from any incidents to help prevent them from happening again.
Staff told us they felt well supported by management staff who were approachable and visible. The registered manager and care co-ordinator completed regular checks on the quality and safety of the service. The registered manager also took part in provider meetings to share learning and any best practice to strengthen the service further.
People told us they felt the service was well managed, and governance systems were effective in ensuring management staff and the provider had oversight of the service. However, some records maintained were not always clear or sufficiently detailed to ensure they supported staff effectively. The registered manager told us they would review records where needed to address this.