Bourne-Citizen Ltd

Who the service is for

This service provides personal care to people living in their own houses and flats. This service supports people with learning disabilities and mental health.

Key findings

We carried out this assessment on the 16 October 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.

The provider had effective systems in place to help protect people from the risk of abuse. Staff understood their safeguarding responsibilities and knew how to recognise and report concerns. They felt confident that any concerns would be listened to and acted on appropriately by the management team.

Staff understood the procedures for recording accidents and incidents and knew when issues needed to be escalated. Risks to people, including those associated with their home environment, were identified, assessed and regularly reviewed to help ensure people received safe care. People’s needs were assessed before their care commenced and reviewed regularly to ensure the support provided continued to meet their individual needs.

Staff spoke positively about the registered manager, describing them as supportive, approachable and caring. They told us the registered manager provided clear guidance, listened to staff and encouraged them to develop their skills and confidence.

One staff member told us, “[Name of the registered manager] is a natural leader and also empathetic towards employees as well and can be encouraging in times when you are in doubt. [Name] cares for the wellbeing of staff just as much as their cares for the wellbeing of the people. Most of the people speak dearly and love [name of the registered manager] because [name] cares for them.’’

Another staff member highlighted the registered manager’s responsiveness, explaining, “[Name of the registered manager] is always responsive to the staff and people we support if there's any issues or anything needs to be discussed that will keep the best quality care going on.’’

Staff described good communication and teamwork within the service. They told us they worked closely together, shared information and understood each other’s strengths and areas where they needed support. One staff member explained, “Communication is key within our service, there will always be someone on the other side of the phone to support us. Not just within management but with other team members too. Everyone working within the service is friendly, professional and great at supporting each other. We always help each other out wherever we can and create a good working atmosphere for one another.‘’

Another staff member described feeling included and supported by their colleagues and management, saying, “I feel very much a part of the team because I get support from both management and my workmates.’’

The registered manager also described a positive working environment where staff and the people supported were valued.

People, relatives and staff were encouraged to share their views about the service. The provider had systems in place to use feedback to identify opportunities for improvement and support the ongoing development of the service. Staff received appropriate training, supervision, competency assessments and ongoing guidance to help them carry out their roles safely and effectively, including the safe administration of medicines.

Governance and oversight arrangements enabled the provider to monitor the quality and safety of the service. Recruitment processes and staff support systems were in place to help ensure people were supported by suitable staff. Staff feedback, particularly in relation to teamwork, communication and management support, indicated that staff felt valued and supported in their roles, contributing to a positive working culture focused on proving good-quality care.