CSPC Healthcare LTD

Who the service is for

CSPC Healthcare LTD supports older people and younger adults. They support people with dementia, physical disability, sensory impairment and people who were autistic or had a learning disability living in their own homes.

Key findings

We carried out this assessment from 25 August 2026 to 8 September 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.

We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. At the time of the assessment, the service was not supporting any autistic people or people with a learning disability, but the provider had regard to ‘Right support, right care, right culture’.

People were protected from avoidable harm. The provider had effective systems in place to identify, report and respond to incidents and concerns. Managers and staff demonstrated a clear understanding of safeguarding processes and their responsibilities for escalating concerns. A staff member said, “I completed safeguarding training when I first started and then I have done it twice since then.” Risks to people were assessed and managed to support their safety and wellbeing, and staff were able to describe how they supported people to manage identified risks. There were enough staff deployed to meet people’s needs safely. The provider assessed risks within people’s home environments and implemented measures to support staff to work safely. Safe systems were in place for the management and administration of medicines.

The provider demonstrated they had safe systems in place to assess and manage the needs of people and provided staff with the information to do this in a timely manner, especially when people’s needs changed. The provider was able to evidence on how to deliver appropriate care to people, in line with their needs. They have systems in place to monitor people’s outcomes and alter care to continually improve people’s care.

Although the provider was not currently supporting people who lacked capacity, they had systems in place to ensure staff understood their responsibilities in line with the Mental Capacity Act 2005. Staff had received training and were able to explain how they needed to support a person who lacked capacity in their best interests.

People were treated with kindness, compassion and respect by staff who knew them well and understood their individual needs and preferences. Staff described how they promoted people's dignity and privacy when providing support and staff took time to build positive, caring relationships with them. People's views, wishes and preferences were sought and respected, and they were supported to make choices about their daily lives and the support they received. Staff understood the importance of enabling people to maintain their independence and encouraged them to do as much as possible for themselves, providing support in a way that promoted choice, control and autonomy. A staff member told us, “I always ask people to do tasks that they can do by themselves like washing their own face.”

The provider placed people at the centre of their care and support. People's needs, preferences and desired outcomes were assessed and regularly reviewed to ensure care remained responsive to their individual circumstances. A staff member told us, “I support a person who is hard of hearing and if I am asking them simple questions or sharing information with them, I will stand close to their left ear and speak very loudly. However, if it is something more complicated, they have a pad where we can write it down and they can read it and then tell us their response.” Systems were in place to seek and act on people's views, enabling them to be involved in decisions about their care and support. The provider demonstrated a commitment to understanding people's diverse needs and reducing barriers to access and support. Care was delivered in a way that recognised people's individual characteristics, preferences and circumstances, which helped to promote equitable experiences and outcomes for people using the service.

The provider promoted a strong person-centred culture, with managers and staff sharing a common commitment to achieving positive outcomes for people. A staff member shared, “If we have any issues with people’s care, we can talk to the manager and they will help.” Staff spoke positively about the provider's values, leadership and support, reflecting a healthy and inclusive workplace culture. The provider worked with other professionals, to achieve the best outcome for people. A staff member shared with us,” We work with doctors, occupational therapist, nurses, opticians and dieticians, there’s a lot of professions that come out and we meet with them”. A professional shared with us, “They [person] seem to have a very consistent staff member who is wonderful with them and goes above and beyond for them. I have no concerns about [staff member’s] care of them [person].”

Our review of records and auditing systems identified some gaps in documentation practices. Responsibilities for completing and maintaining certain records were not always clear, resulting in inconsistencies in record keeping. Existing auditing processes had not consistently identified or addressed these issues, limiting the effectiveness of governance and oversight arrangements. This was discussed with the provider, and they informed us that they will review their auditing and record keeping processes and create an action plan to address the identified issues. However, we found other governance systems were effective in providing good oversight of the service, which were used to drive improvement in relation to risk, performance and outcomes.