Deben Willow Care provides personal care to people who live in their own houses or flats. Not everyone using Deben Willow Care receives the regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of this announced inspection of 12 December 2018, there were 94 people who used the service.

Deben Willow Care is a domiciliary care agency and registered to support; older people, younger adults, people living with dementia, people with learning disabilities or autistic spectrum disorder, people with mental health needs, people with physical disability and people with sensory impairment.

At our last inspection on 9 and 17 August 2017, we rated the service overall good. The key questions safe effective, caring, responsive and well-led were all rated good.

At this inspection we found the evidence continued to support the overall rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

The service continued to provide people with a safe service. Care workers understood their roles and responsibilities in keeping people safe. Risks to people continued to be regularly assessed and managed well, including from abuse and in their daily lives. Safe recruitment practices were followed with enough care workers to cover people’s planned visits. Where people required support with their medicines, this was done safely. There were infection control procedures and equipment in place to guide care workers in how to minimise the risks of cross contamination.

The service continued to provide people with an effective service. Care workers were trained and supported to meet people’s individual needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Where required, people were supported with their dietary needs, to maintain good health and access healthcare services where needed. The service worked with other organisations involved in people’s care to provide a consistent service.

The service continued to provide people with a caring service. Care workers had developed good relationships with people, treating them with kindness and compassion. They protected people’s privacy and dignity and promoted their independence.

The service continued to provide people with a responsive service. People received care that was assessed, planned and delivered to meet their individual needs. People’s care records were accurate and reflected the care and support provided. Where required there were systems in place to care for people at the end of their lives. The service listened to people’s experiences, concerns and complaints and acted where needed.

The service continued to be well-led. A system of audits ensured the senior management team had oversight of the quality and safety of the service and shortfalls were identified and addressed. There was a culture of listening to people and positively learning from events so similar incidents were not repeated. As a result, the quality of the service continued to develop.