Date of assessment: 26 June to 4 July 2025. The service is a care at home service providing personal care to people living in their own homes with a range of health and social care needs, such as, physical disabilities, sensory impairment or dementia. At the time of our inspection there were 90 people using the service. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. We undertook this assessment in response to information of concern about the care provided. We found no evidence to support the concerns raised. Medicines were being managed safely but PRN protocols were not always in place, the registered manager told us this shortfall had been rectified following this assessment. Staff received the training and support they needed to provide safe and effective care. Staff were allocated to regular visits and this meant continuity of care was good and staff knew the people they were caring for well. People were receiving a personalised service, and risks were being effectively managed. Systems for monitoring incidents and accidents and for quality assurance were not consistent. This meant there were some shortfalls in management oversight. We did not identify a negative impact for people, and the registered manager told us changes had been made to their systems following this assessment.
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Acre Care Limited received a Good rating across all five key questions at its first CQC inspection, with 48 people receiving personal care in their own homes. The service demonstrated safe, well-organised and personalised care delivery, strong management oversight, effective multi-agency working, and a positive, inclusive culture led by an award-winning registered manager.
Strengths
· People felt safe and staff demonstrated strong safeguarding knowledge and clear reporting pathways
· Medicines managed safely with staff trained, competency-checked, and records accurately maintained on care app
· Robust safe recruitment including DBS checks, references, and application forms prior to employment
· Staff received regular supervisions, spot checks, induction, Care Certificate, and role-relevant training
· Care plans were personalised, with people and families actively involved in assessments and reviews
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely care; Supporting people to live healthier livesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving careGood