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Date of assessment: 12 September to 10 October 2025. The service is a care at home service providing care and support to older adults and younger people who may have physical disabilities and/or dementia. At the time of our assessment there were 19 people receiving the regulated activity of personal care. The assessment was prompted due to the length of time since registration with us. We assessed the quality statements from all the key questions; safe, effective, caring, responsive and well-led. Some records associated with care and treatment were not always accurate, current or recorded sufficiently. These included records for the safe management of medicines, recruitment of staff and the assessments of risks relating to people’s care and needs. These were addressed immediately during the assessment by the management team. Staff were aware of their safeguarding responsibilities. There were sufficient staff employed who were regular, reliable and punctual. Staff had received training and supervision to support them in delivering safe and effective care. Prior to receiving care people received an assessment of their needs and care delivered was based on evidence and good practice. Staff involved people and those important to them in their care planning. People were, where required, appropriately supported with eating and drinking. The staff team worked well with other organisations and services to support people to manage their health and wellbeing. Staff treated people with kindness and compassion. Care was delivered with dignity and respect, and individual preferences were upheld. People were supported to make choices about their care, and staff responded promptly to any changing needs. People were encouraged to maintain their independence. The workforce felt supported and valued, with access to training and development opportunities. Staff understood their roles and responsibilities and were all positive about working for St Ann’s Healthcare Ltd. People and their relatives were able to give feedback on the care and service. The service contacted emergency services when required. There was a system in place for responding to concerns or complaints. People’s end-of-life wishes were noted and reflected in their care records. Leadership was strong and inclusive. The registered manager was described as approachable and supportive, and governance systems were in place to monitor quality and safety. However, issues found during this assessment had not always been identified through those oversight processes and systems. The management team took immediate action to improve those processes to ensure they captured and could rectify the areas of concern found. Staff felt confident to speak up, and there was a culture of learning and continuous development. The service worked well with external professionals, and people experienced positive outcomes regardless of their background or needs.
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