Our current view of the service
Updated
10 July 2025
Date of Assessment: 23 July to 28 August 2025. The service is a domiciliary care organisation providing personal care and support to older people, people living with dementia and people living with physical disabilities, in their own homes. At the time of this inspection, 12 people were being supported.
People were protected and kept safe. Staff understood and managed risks. There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well.
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. Staff carried out risk assessments and regularly reviewed these.
People received kind and compassionate care. Staff protected and respected people’s privacy and dignity and understood and responded to their individual needs. People’s physical, mental and social needs were holistically assessed and met. Care and treatment was based on current best practice and delivered in a coordinated way with involvement from other relevant organisations.
There was an open and transparent culture within the service with a clear focus on providing good care. People and those important to them were involved in planning their care, where possible. The provider fostered a learning culture where people could raise concerns. Managers investigated incidents thoroughly.
Staff described a positive culture where they felt supported and able to raise concerns or make suggestions. A staff member told us, “The registered manager will carry out investigations and review all the information. After this we get feedback, and the registered manager also updates all the staff group in the staff App.” A second staff member said, “I feel very confident the registered manager would listen and act and inform staff where necessary. I have no fears.”
The provider had effective quality assurance and governance arrangements, ensuring consistent oversight and good standards of care. Concerns and complaints were managed appropriately. The registered manager reviewed feedback for trends and shared learning across the team to improve service delivery.
People's experience of the service
Updated
10 July 2025
We received mostly positive feedback from people and their relatives regarding the quality of care provided. People told us they felt safe when supported by staff and relatives confirmed this. However, 1 relative was concerned about the practice of some staff, and we saw the registered manager had taken action to resolve these concerns.
People were treated with kindness and compassion. Staff protected people’s privacy and dignity and treated people as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. Staff responded to people in a timely way. People had the equipment they needed in their own homes, and staff ensured rooms were adjusted to fit in with any equipment such as wheelchairs, hospital beds or hoists.
People and relatives were involved in planning care and understood options around choosing to withdraw or not receive care. A relative told us, “The manager came round, and we had a very thorough discussion about [person’s] needs; very happy.” A second relative said, “I arranged the care myself. The manager came to the house, and we came up with a care plan for [person]; very positive experience.”
Staff provided information people could understand. People knew how to give feedback and were confident the provider took it seriously and acted on it. A relative told us, “I have never had carers like them; they are very competent. I do feel [person] is safe with staff, and I trust them.” A person said, “Staff treat me well and I get on very well with them. I can talk to them and have a good relationship with them. I would speak to the manager if I was worried.”
People received fair and equal care and treatment, and no concerns were reported about discrimination or any unfair treatment. Staff arrived on time at their scheduled support visits. One person told us, “Time keeping is pretty good and I have regular girls [staff]; I get a phone call if they are running late.” A relative said. “Time keeping is fantastic. First impressions of the service are good. We did the right thing by changing services.”
The staff support provided to people maximised their choice, control and independence. Care was person-centred and promoted people’s dignity, privacy and human rights. A person told us “Having carers makes me feel safe and helps keep me at home.” Staff managed people’s medicines safely and no medicines concerns were reported to us. A person told us, “I use a frame because I am prone to falls. The girls [staff] encourage me to use it or remind me to use it.” A relative said, “Social services sorted the care plan. The manager came round with 2 of the carers and discussed everything. I was there with [person] and the family; all the people who would be involved in helping. It was very thorough, and the information was shared between us all.”
Relatives were complimentary of the service and the care and support provided. They told us the service had made a difference to the quality of life of their loved ones and also spoke positively of the staff, who were described as providing good care. People felt confident to complain if they needed to. A relative said, “[Person] is safe with staff, no problem. I would soon speak to the manager and continuing health team if I thought differently.”
People were supported to live healthier lives and were supported appropriately with their diet and nutrition. A person said, “If I am not well, they [staff] will advise me what to do; I have every confidence they would help me”. A relative said, “[Person] is at risk of choking and falling and forgets [they] can’t walk. Staff are watching [person] all the time and are aware of [person’s] swallowing problem and the thickener [person] has in their food.”’
People and relatives’ views were regularly sought and used to help improve the care provision. A relative told us, “Staff treat [person] as an individual and they know what [person] likes; [person] can have a joke with some.”