STEPS

Updated 8 April 2026

Date of Assessment: 21 April to 30 April 2026. STEPS (Short Term Enablement Programme) provide care and support for up to 6 weeks, to people living in their own homes. The service aims to help people regain confidence and independence with daily living tasks such as, personal care, medication management and meal preparation, following an hospital admission. At the time of this inspection there were 89 people using the service. We carried out an assessment looking at all the quality statements and all key questions. Our decision to inspect the service was due to the age of the rating. At our last assessment the service was rated good, and the provider obtained a rating of outstanding in the responsive key question. At this inspection the provider had continued to excel and is now rated outstanding.

The service remained highly responsive, consistently implementing care packages in a timely and effective manner. Support was delivered in a way that promoted people’s independence and enabled them to develop confidence and essential daily living skills. The team had skills to deliver support that was creative achieving extremely positive outcomes. Person-centred care was treated as a priority, with support delivered in line with people’s personal choices, preferences, and desired outcomes. Staff proactively identified and removed barriers to care. Everyone using the service received fair and equal access to opportunities, interventions and advice.

The service provided people with excellent safe and effective support. Risks associated with people’s care were identified and managed to keep people safe. Staff received training and support to ensure they were competent in delivering the service effectively. Accidents and incidents were analysed and action taken to mitigate future safety events. Lessons were learnt when things went wrong and procedures put in place to ensure the service developed. The management team consisted of excellent leaders who were passionate and motivated and mentored a strong staff team.

People received support from staff who were kind, caring and understood their needs and preferences. Staff wellbeing was promoted through training, supervision and supportive management arrangements.

People’s needs were assessed and constantly reviewed to ensure people received appropriate support to give them excellent opportunities to regain their independence. The service worked extremely effective with other healthcare professionals, sharing information appropriately. Support was provided in line with current best guidance and involved people, relatives and professionals to support consistently positive outcomes.

The management team ensured the providers values were maintained, and people were at the centre of the service. Leaders were visible, remarkably knowledgeable and supportive, helping staff develop in their roles and reach their full potential. Staff felt extremely supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities and were constantly passionate about providing a positive experience for people.

Updated 8 April 2026

People and relatives were overwhelmingly positive about the quality of the service and told us the service was safe. One relative said, “The service turned out to be ideal at getting [family member] safely set up for the day. The carers were very good at working with [family member] to build confidence levels and they changed [family members] mental perception and put them on a positive footing.” Equipment required to support people in their own homes was identified and sourced. One relative said, “[Staff member] did suggest that [family member] would need a hospital bed downstairs and this was sorted by [staff member] with the hospital and it arrived the next day when the care started.”

People and relatives commented that staff call times could differ. They were informed of this at the onset of their care package. This was due to the flexible nature of the service and responding to emergencies and hospital discharges. One relative said, “Normally carers arrived within about 30 minutes of the call time given, but they could be a little earlier or later if there had been an emergency, as happened a couple of times.” People and relatives commented that the service was very flexible. One relative said, “They [staff] are flexible and offer to do other things if [family member] if they don’t not need a shower that morning.”

People and relatives told us staff wore personal protective equipment (PPE) where appropriate. One person said, “They (carers) all wear PPE and I do think they change their gloves between personal care and making me a drink.” People told us staff were responsive to obtaining healthcare professionals.

People were complimentary about the staff and told us they were kind, caring and respectful. One relative said, “The carers that appear more regularly have developed a good rapport with [family member] and 2 of them are excellent and often go above and beyond I can’t fault them.” Another relative said, “I just love them all [staff], they are excellent.” People were supported by staff who were trained and competent to carry out their care well. One relative said, “It seems like the training they [staff] get is good and covers all the things [family member] needed help with. Different personalities, but all nice people.” People and relatives told us staff always introduced themselves when entering their homes and respected their personal space.