Dove Home Care Agency Limited

“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.”

“Overall, systems and processes were not always robust which meant people were not always fully protected from risk. Governance arrangements were not consistently effective in identifying and addressing concerns, including gaps in call monitoring oversight, staff training, recruitment processes, and delays in reviewing medicines.”

“Risk assessments were not always in place or aligned with care delivery, and care planning documentation was not consistently up to date or reflective of changes in people’s needs. This limited staff guidance created risks around areas such as fire safety, safeguarding reporting, and medicines management. Systems for consent and decision-making were not always clearly evidenced, and care was not always consistently person-centred, with limited detail around people’s preferences, equality needs, and future wishes.”

“However, people reported they felt safe and well supported, and staff demonstrated a good understanding of safeguarding, consent, and infection prevention. Feedback about care was consistently positive, with people describing staff as kind, respectful and supportive of their independence. Staff worked collaboratively with external professionals and made referrals where needed to improve outcomes. There was a positive and caring culture, with most staff feeling supported by approachable managers and able to raise concerns.”

“The provider was open to feedback and had begun taking action to address issues identified, demonstrating a willingness to improve.”

“The provider was in breach of 4 legal regulations relative to person-centred care, need for consent, safe care and treatment, and governance and oversight. In instances where CQC has begun a process of regulatory action, we may publish this information on our website after any representations and/or appeals have been concluded, if the action has been taken forward.”