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Date of assessment: 12 May to 24 May 2025. This assessment was carried out remotely and we did not visit the office. Head Office is a domiciliary care agency registered to provide personal care to people in their own homes. At the time of our assessment there was 1 person receiving support with personal care. CQC only inspects where people receive personal care. This assessment was announced and carried out by 1 inspector. As the assessment was carried out remotely, we announced the assessment so that we could request the necessary documents be sent to us for review. The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. Prior to the assessment we reviewed information we had received about the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our assessments. We used all of this information to plan our assessment. During the assessment we spoke with the registered manager and sought feedback from staff. We reviewed a range of records. This included care records. We looked at staff files in relation to recruitment and staff supervision and reviewed a variety of records relating to the management of the service. People were protected from the risk of harm and abuse. The provider had policies in place which guided staff on the actions they should take should they suspect harm or abuse had taken place. The registered manager was able to explain the actions they would take to report and investigate safeguarding concerns. The care plan we reviewed was person-centred and contained guidance on how the person wished to receive their care and support. Risk assessments were in place to keep people safe, and plans were in place to minimise risks. Whilst the provider was not currently supporting people with the administering of medicines, processes were in place to ensure the safe management of medicines. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests. The service followed safe recruitment practices. Staff completed an induction and core training when they started working for the service. We viewed training records for staff which confirmed they had received training on a range of subjects. Training completed by staff included safeguarding, moving and handling, mental capacity and equality and diversity. Systems were in place to monitor the quality of the service. Processes were in place to ensure accidents, incidents and safeguarding concerns were reviewed to help keep people safe and ensure appropriate action was taken. People and staff had the opportunity to provide feedback.
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