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Date of assessment 13 January 2025 to 28 January 2025. Care at Home (Midlands) Ltd is a domiciliary care agency that provides care and support to people living in their own homes. We assessed the service due to information we had about the service. At the time of our assessment, there were 65 people receiving support with personal care. During this assessment, we identified a breach of regulation regarding the governance of the service. We have asked the provider for an action plan in response to the concerns found at this assessment. Staff were knowledgeable about people's individual care and support needs, including risks related to their care. However, guidance for staff of how to manage and minimise risks was overall generic and not always person centred. Guidance about how to meet people’s individual care and support needs was not consistently detailed and in places lacked important information in relation to people's preferences and routines. Some concerns were identified in people experiencing late calls and short calls, this was due in part, to recent changes with the provider’s electronic call monitoring system. However, improvements were also required. Staff received an induction and ongoing training and support. The provider had a pre-assessment and review procedure of people’s needs. Overall, staff involved people in decisions and made sure they understood their care and support to enable them to give informed consent.
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