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Date of inspection 23 to 26 September 2025. Home Instead Rugby is a domiciliary care agency that provides care to older people, younger adults, people living with dementia, learning disability, mental health needs, physical disabilities and sensory impairments, within their own homes. Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks relating to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our inspection 46 people were receiving personal care. We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. The provider had continued to focus on, and was able to demonstrate, continued and sustained improvement following our previous inspection to retain its current rating. The provider, registered manager, leadership team and care staff continued to be recognised for their outstanding care and had received awards with regards to their achievements. The provider’s ethos towards care, was embedded across the workforce. All those involved were committed to improving people’s lives. People’s care was person centred and staff facilitated positive outcomes for people, whilst promoting and maintaining independence. The provider had continued to drive improvement, which included the implementation of electronic care plans and records, which were accessible to people, their relatives and staff and provided real time information facilitating timely and effective communication. Systems and processes, underpinned by policies and procedures enabled the registered manager and leadership team to maintain a clear overview of the service being delivered, and respond in a timely way to implement changes in response to any concerns or feedback. People’s views and that of their relatives and staff were regularly sought and used to shape and improve the service. The registered manager and leadership team were visible within the service. Staff were consistently positive of their responsiveness and support and commented upon good communication. Staff received regular support through supervision and were encouraged to develop through opportunities and learning. The provider had a robust assessment process, which involved people, and where appropriate their relatives. People’s expectations of their care were fully considered as part of the assessment process and included gathering information as to people’s hobbies and interests, and family life. The registered manager ‘matched’ people to staff, with consideration to staff’s knowledge and training, personality and interests. People’s care records provided a comprehensive account of their care and support needs, including their prescribed medicine, which were regularly reviewed, with their involvement ensuring they remained central to all decisions. Staff supported people to attend medical appointments when requested to do so as part of their agreed package of care. Staff liaised with health care professionals to promote people’s health and well-being. The registered manager and leadership team were committed to providing a non-discriminatory and inclusive approach within the service, both for people using the service and staff. Practices ensured people’s consent to care was obtained for all health and care interventions. Where people lacked capacity to make informed decisions, best interest decisions were made and documented. People’s care needs were met by a consistent team of staff, who had undergone a safe recruitment process. Staff demonstrated an in-depth knowledge of people’s health, care and support needs, as well as information as to what was important to the person, their hobbies and interests. Staff received the necessary training and support to meet people’s needs. Staff expressed how they implemented their knowledge and training to maximise people’s quality of life, maximising independence and choice.
npm run etl:reports -- --location 1-1870821839.npm run etl:reports -- --location 1-1870821839.npm run etl:reports -- --location 1-1870821839.