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This service is a domiciliary care agency. It provides personal care to people living in their own homes. Date of assessment: 21 May to 18 July 2025. At the time of our assessment 221 people were using the service, 76 of whom were receiving support with personal care. The last rating for this service was good (report published 5 February 2019). We carried out this assessment because the last inspection was carried out in December 2018 and well-led was rated requires improvement. We looked at all the quality statements and the overall rating for this service remains good. People received a safe service, were protected from abuse or neglect and had their human rights promoted. Robust recruitment procedures were followed. There were sufficient staff to meet people’s needs and keep them safe. Risks to people were assessed and their safety was monitored and managed. Accidents and incidents were monitored and analysed, so lessons could be learned and recurrences avoided. Medicines were managed and administered safely. Staff followed effective infection control procedures. People had their needs assessed and support packages were compiled to meet their individual requirements. People were supported to live healthy and safe lifestyles and to access healthcare professionals, as needed. Staff understood the Mental Capacity Act and made sure people consented to their care and support. People were supported in the least restrictive way possible and had maximum choice and control of their lives. Care plans were regularly reviewed and kept up to date. Managers carried out regular spot checks and audits. People were supported to make a complaint if needed and they were listened to and responded to appropriately. Information from complaints, comments or concerns was used to help drive improvement. People received a personalised service and were involved in all aspects of their care and support. Staff made sure people were encouraged to do as much for themselves as possible. Information was accessible and available to people in a format suitable for their communication needs. Equality and diversity were consistently promoted and respected for everyone.
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