- Homecare service
One to One Community Care
Assessment report published 2 September 2025
Contents
Ratings
Our view of the service
Date of Assessment: 2 July to 14 July 2025. This service is a domiciliary care service, registered to provide personal care for people living in their own homes in the community. They provide support to people with a range of different needs including older people[CA1][AW2]. At the time of the assessment 21 people were using the service, 9 of which were receiving the regulated activity of personal care. Not everyone who uses a domiciliary care service receives personal care. CQC only inspects where people receive personal care.
This assessment was to check on action we asked the provider to take at our last visit. We rated this service under our previous methodology in May 2022 where it was inspected and rated as requires improvement overall. We found breaches of regulations in safe care and treatment and good governance.
At this assessment we reviewed all 5 key questions, and the provider remained overall requires improvement. The provider remained in breach of the legal regulations relating to safe care and treatment and good governance and we have asked the provider for an action plan in response to the concerns found at this assessment.
The provider’s governance systems were not robust and failed to identify shortfalls found at this assessment or address actions from the last inspection.
Where quality audits had been completed, these failed to demonstrate they were meaningful and effective. Some aspects of the service, such as care plans and medicines, were not robustly audited.
Not all risks to people had been identified and mitigated, and where risks had been identified, risk assessments did not demonstrate that actions had been taken to keep people safe.
Care plans did not demonstrate people received person-centred care and they did not contain enough information for staff to be able to provide care and support that was safe, consistent and effective.
Medicines records were not detailed, and essential information was not always recorded.
Recruitment records were not always in line with best practice guidance.
Whilst we found no evidence of negative impact on people using the service, systems were not robust enough to fully protect people from potential risk of harm.
People told us they received reliable, timely and effective support from staff who understood their needs.
Staff built up a good rapport with people and delivered care with kindness and compassion.
Staff treated people as individuals offering choice and supporting independence.
People's experience of this service
During the assessment we received positive feedback from people who used the service and their relatives about their experiences of care. They told us that staff were kind and caring, knew people well and treated them with dignity and respect. One relative told us, “Very much kind and caring. Often go above and beyond if necessary to help [person].” Another relative told us, [Name] says they are all very kind and caring and very respectful.”
We received some mixed comments around call times. One person told us, “They are on time and stay the full time, only late if traffic problems or short staffed.” A relative commented, “bedtime can be a bit early.”
The principles of the Mental Capacity Act (MCA) had not always been followed with records around consent not always completed, up to date or lacking detail. However, staff were clear of their responsibilities in ensuring people were consenting to the support they received and in supporting people to have choice and control of their day to day lives.
While people expressed general satisfaction with their care, our assessment found elements of care did not always meet the expected standards.