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Date of Assessment: 28 January to 9 February 2026 Central House is a domiciliary care agency that provides care and support to people living in their own homes. The service supported older people, some of whom lived with dementia. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. At the time of our inspection 22 people were being supported with personal care. This is the first inspection of the service since it registered with us on 23 May 2023. Staff supported people safely and understood their responsibilities to protect them from abuse and avoidable harm. People received care from a stable team of regular staff, which promoted continuity. Staff understood people’s health conditions, such as dementia and diabetes. They used an electronic care planning system to record assessments, risks and day‑to‑day notes. Senior staff completed risk assessments before delivering care, including environmental reviews and assessments of mobility, pressure care and specialist needs. Care plans were personalised but the personal history and “about me” sections only contained brief reflections of people’s backgrounds and preferences. Some risk assessments also required more detail for people with specific health risks. Call monitoring processes were not effectively identifying issues such as staff not logging in and out of calls at the right times. The management team took action to resolve these areas for improvement we identified. People told us staff were kind, respectful and supported them with dignity. Staff demonstrated strong awareness of consent, capacity, and person‑centred approaches. They monitored people’s wellbeing, identified changes and escalated concerns to managers or health professionals. Staff received structured induction, shadowing and ongoing training. Managers monitored practice through supervision, spot checks and competency assessments. Medicines were managed safely. Staff used an electronic medication system with prompts to reduce risk. Staff said they felt well supported by managers, including out‑of‑hours. The service had sufficient staffing levels and had achieved stability for people by providing regular and familiar staff to deliver their care.
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