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Date of assessment: 16 September to 30 September 2025. KB4Care Ltd is a care at home service providing personal care and support to adults of all ages some of whom were living with dementia and physical disabilities. Not everyone using the service received personal care. CQC only inspects where people receive personal care. Where they do, we also consider any wider social care provided. At the time of this assessment there were 38 people receiving care and support. This was the first assessment of the service and we reviewed all key questions and quality statements. The outcome of this assessment was a rating for the service. The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. The provider worked with people and healthcare partners to understand what being safe meant to them and the best way for this to be achieved. The provider shared concerns quickly and appropriately. The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs which was safe, supportive and enabled people to do the things which mattered to them. The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. Staff training information was not well organised and although members of staff had accessed all required training and development courses needed to provide safe care and support, the provider needed to improve how they managed their training records so it was all maintained in a single system for easy reference and access. Medicines were managed safely. The provider had policies and processes in place to monitor and review the administration of medicines. Members of staff received training to administer medicines safely and they confirmed they knew what to do in the event of a medication error. The provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. People's needs were assessed effectively and key information was recorded in detailed, person-centred care plans. There was good communication with local social care teams which ensured there was clarity about people’s identified care and support needs. The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. The provider routinely monitored people’s care and treatment to continuously improve it. They ensured outcomes were positive and consistent, and they met both clinical expectations and the expectations of people themselves. The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Care plans were person-centred and reflected people's personal preferences about care and support. Members of staff confirmed they knew how to deliver person-centred care and how they involved people in developing their person-centred support. The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. The provider actively encouraged feedback about the service through a range of different routes. The provider made sure people could access the care, support and treatment they needed when they needed it. People were not always supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Whilst there were not any people supported on end-of-life care pathways, we had a conversation with the registered manager about having sensitive conversations with people about their choices and wishes in the event of any sudden deterioration in their health. The provider had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. The registered manager was a capable and inclusive leader who focussed on quality and continuous service improvement. The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. We discussed with the registered manager about consolidating service quality information into a quarterly report so they would be able to use it to highlight areas for continuous service improvement. The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people.
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