Quality & Compassion Ltd., a domiciliary care service based in Aylesbury, has been rated ‘requires improvement’ following an inspection by the Care Quality Commission (CQC).

The service provides support to people living in their own homes. At the time of the inspection in June 2023, there were 25 people using the service. All were receiving the regulated activity of personal care, which includes help with tasks related to hygiene, eating and drinking.

‘Right support, right care, right culture’

The CQC expects health and social care providers to make sure people living with a learning disability and autistic people receive care that guarantees them:

  • Respect
  • Equality
  • Dignity
  • Choices
  • Independence
  • Good access to local communities that most people would take for granted.

‘Right support, right care, right culture’ is the guidance the CQC follows to make judgements about services.

Five key questions

The CQC also uses five key questions to assess how well a service is working.

These are:

  • Is the service safe?
  • Is it effective?
  • Is it caring?
  • Is it responsive?
  • Is it well led?

What inspectors found

Right support

While staff supported people to be involved in day to day decisions about their care, people were not supported to have maximum choice and control of their lives. Staff did not support them in the least restrictive way possible and in their best interests. Nor did the policies and systems in the service support this practice.

Risks to people were not mitigated to ensure they got the right support, and safe medicine practice was not promoted. Recruitment practices were not always safe and further increased risks to people.

People were supported by a consistent staff team with no missed calls reported, and systems were in place to inform people if staff were running late for calls. The registered manager worked closely with professionals involved in people’s care to ensure the required support and intervention was provided.

Right care

Staff were not suitably trained and competent for the roles they were involved in. Therefore, the registered manager had not assured themselves that staff had the skills, training and competencies to ensure people got the right care.

Person centred care was promoted and people were supported to community events which promoted their well-being. People’s privacy, dignity and independence were promoted with people describing staff as “kind and caring.”

Right culture

The service was not effectively audited and monitored to promote positive outcomes for people. Records were not suitably maintained, accurate and accessible which placed people at risk.

The registered manager was actively involved in the running of the service. They had positive relationships with people who used the service, relatives and staff.

They had empowered people with complex care needs to be cared for in their own homes.

Quality & Compassion Ltd. received ratings of ‘good’ against the key questions related to caring and responsiveness, and ratings of ‘requires improvement’ against the key questions about whether the service is effective and well led. It received a rating of ‘inadequate’ against the key question of safety.

The service therefore received a rating of ‘requires improvement’ overall.

You can read the CQC’s full report on Quality & Compassion Ltd. on its website.

Share your view

Don’t forget – if you or a loved one have experience of care from Quality & Compassion Ltd., you can rate and review the service through our rate and review centre.

Feed back now

Published on 17 Aug, 2023 (updated 9 Jan, 2024)

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