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Date of Assessment: 18 August to 31 August 2025. We visited the Indiana Health Care Service’s office on 18 and 27 August 2025. We carried out this assessment in response to concerns raised regarding the quality of the service. The service was providing support to 148 people of which 93 people were receiving the Regulated Activity of Personal Care at the time of our assessment. Indiana Health Care Services is a care at home service providing support to older people, people with dementia, and younger adults living with physical care needs, and mental health conditions. The service was also registered to provide supported living. Nobody being supported by the supported living element of the service was in receipt of a regulated activity at the time of our assessment, therefore we did not assess it. We assessed all 33 Quality Statements under all 5 Key Questions of: Safe, Effective, Caring, Responsive and Well Led. Our overall rating for this service is Good. The service was aware of the Mental Capacity Act, however, some people who lacked capacity had restrictions in place without the appropriate legal authority. This was addressed fully during this assessment. The provider was previously in breach of the legal regulation in relation to safe staffing. Improvements were found at this assessment, and the provider was no longer in breach of this regulation. The provider was previously in breach of the legal regulation in relation to dignity and respect. Improvements were found at this assessment, and the provider was no longer in breach of this regulation. The provider was previously in breach of the legal regulation in relation to monitoring the service. Improvements were found at this assessment, and the provider was no longer in breach of this regulation. People were protected and kept safe. The service risk assessed people’s needs to keep people safe and acted when needed. This assessment found there were enough staff with the right skills, qualifications and experience to meet people’s needs. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning changes to their care. People were supported to receive food and drinks so that they remained healthy.Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving between services. The service maintained and supported people’s relationships with health services. Staff made sure people understood their care and treatment to enable them to give informed consent. People were treated with kindness and compassion. Staff protected their privacy and dignity and confidentiality of their information. People were involved in planning their care. Staff 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. The service provided information to people in a format they could understand. People knew how to give feedback and were confident the provider took it seriously and acted on it. The service was easy to access, and people received fair and equal care and treatment. The provider had a good learning culture, people could raise concerns, and the provider investigated issues raised thoroughly. The provider supported staff wellbeing and leaders and staff had a shared vision and culture based on trust.Leaders were visible, knowledgeable and supportive, helping staff develop in their roles.Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. The service was introducing a new IT system immediately after this assessment concluded to further improve their ability to monitor the service including staff arrival and departure times from visits.
npm run etl:reports -- --location 1-12522046564.Indiana Health Care Services received an overall rating of Requires Improvement at its first inspection, with regulatory breaches identified in staffing deployment (Regulation 18), privacy and dignity (Regulation 10), and governance (Regulation 17). Key concerns included missed and short visits leaving people without personal care or medicines, staff lacking confidence to raise safeguarding concerns externally, a confidentiality breach by staff, and an ineffective quality assurance system that failed to identify or address these issues.