Pathways of Hope

Date of Assessment: 17 April to 9 June 2025. Pathways of Hope is a domiciliary care service providing support to people living in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive the regulated activity of personal care. The assessment was carried out to assess improvements since the last inspection. At this assessment improvements had been made. Systems and processes were in place to mitigate the risk of harm to people and to protect them from abuse. Staff had a clear understanding of their responsibilities under safeguarding, while the provider understood their regulatory responsibilities. People were involved in the management of risk to their care and support. People were supported by enough staff who had received the appropriate training to meet people’s needs. Appropriate infection control procedures were in place to keep people safe. People now received personalised care that was tailored to meet their individual needs, preferences and choices. Care plans were now detailed and guided staff about people's needs and how to meet them. Concerns and complaints were listened to and used to improve the service they received. People, staff and relatives spoke positively about the registered manager. Management was approachable and open to feedback and discussions about people’s care. The quality of people’s care was supported by effective quality assurance systems. The registered manager encouraged feedback from people, staff and professionals involved in people’s care. This assessment covered the ‘Homecare’ assessment service group (ASG) for Pathways of Hope. This part of the service did not support people living with a learning disability, although the provider is registered with CQC with a service user band of Learning Diability. We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

Pathways of Hope improved from Inadequate to Requires Improvement overall following a focused inspection, with Safe and Effective rated Good after resolving prior breaches of Regulations 17 and 19. Well-led remains Requires Improvement as care plan completion, risk assessment documentation and governance oversight require further sustained embedding.

Pathways of Hope was rated Inadequate overall following a focused inspection in November 2022, with continued and repeated regulatory breaches in safe recruitment (Regulation 19) and governance (Regulation 17) placing the service in special measures. Key failures included unsafe staff recruitment practices, backdated care records, failure to notify CQC of safeguarding incidents, unlawful consent practices, and persistent late or shortened care visits.