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Date of assessment: 4 March to 9 April 2026. The service is a care at home service providing support to older people and younger adults who may be living with dementia or a physical disability. We inspected this service due to its aged rating. There were 15 people receiving the regulated activity of personal care at the time of the assessment. The service was run by 3 people as the providers, with 1 being the registered manager. For the purpose of this report, they are referred to as the provider. The provider promoted a proactive safety culture where staff reported concerns, learned from incidents, and shared improvements. They worked with people, relatives, and professionals to ensure safe, consistent care and thorough risk management. Safeguarding systems, training, and clear procedures were in place. Staff were skilled, well supported, and safely recruited. Infection control, home risk assessments, and safe medicines management were robust. Relatives described staff as professional, responsive, and attentive to individual needs. The provider ensured effective care by regularly assessing people’s health, wellbeing and communication needs with them and their relatives. Care plans reflected people’s wishes, independence goals and nutritional needs. Information was shared across services so people did not need to repeat their story. Relatives said care was safe, effective and responsive, and staff communicated well. Reviews, feedback and monitoring improved outcomes, including mobility. Consent was consistently sought and respected, with refusals recorded appropriately. The provider consistently treated people with kindness, dignity and respect, and relatives confirmed staff were compassionate and supportive. Care was personalised, reflecting each person’s needs, preferences, strengths and backgrounds. People were supported to maintain independence and make choices about their daily routines. Staff listened and responded promptly to needs, offering reassurance and assistance during incidents. The provider also prioritised staff wellbeing, and employees reported feeling valued, supported and able to deliver person‑centred care. The provider ensured people were central to their care, with staff understanding individual needs and involving families in planning and reviews. Relatives said staff listened, communicated well and built supportive relationships. Training supported staff to meet diverse needs, and information was tailored so people could make informed choices. Feedback processes were accessible, and concerns were addressed quickly. Care was consistent and timely, though end‑of‑life planning was not always documented despite positive experiences reported. The provider demonstrated a strong, values‑driven culture focused on transparency, equity, inclusion and human rights. Relatives and staff consistently described compassionate, person‑centred care and supportive leadership. Leaders were skilled, credible and responsive, fostering an environment where people felt safe to speak up. Staff reported positive morale and fair treatment. Robust governance, effective partnership working and continuous learning supported high‑quality, safe care. The provider actively used feedback and collaboration to drive improvement and deliver positive outcomes.
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