Our CQC Rating Explained

In June 2023, our CQC inspection downgraded our "Safe" and "Well-Led" ratings from Good to 

Requires Improvement. Ongoing managerial changes prevented us from addressing identified 

issues before the inspection. Under the guidance of a new Registered Manager we have carefully 

implemented the inspector's recommendations and continue to make improvements to benefit our service users. We asked CQC for a reinspection but as they have limited time and are under a lot of pressure ladely we do not know when they will inspect us again.

 

As such we wanted to explain how have we improved our service since June 2023, and what we are doing as a company to ensure we continue to provide our users with the highest level of care: 

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Key Improvements since the inspection: 

 

Safe Improvements: 

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• Implemented a better and more detailed care management system 

• Enhanced our staff training and recruitment processes 

• Improved medication management 

• Strengthened care visit scheduling and monitoring 

• Implemented more comprehensive care plans 

• Created consistent care teams for clients 

• Improved staff communication and cultural awareness training 

 

Well-Led Improvements: 

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• Registered a new, highly experienced manager by February 2024 

• Conducted staff and client satisfaction surveys 

• Implemented monthly staff team meetings 

• Created quarterly client newsletters 

• Developed comprehensive improvement plan 

• Enhanced communication and transparency 

• Implemented regular staff supervisions and competency checks 

 

Additional Notable Changes: 

• Created new client assessment documents 

• Developed carer pocket guides 

• Introduced field supervisors 

• Produced new client handbook 

• Implemented more detailed audit processes 

• Started paying travel time between care visits 

• Enhanced medication stock take and audit procedures 

 

Overall Goal: Continuously improve service quality, client care, and staff performance through 

systematic changes and ongoing monitoring.