Medow Care Services Limited

Who the service is for

Medow Care Services Limited provides support to older adults, people living with dementia, Mental health conditions, physical disabilities and sensory impairments people with physical disabilities and people living with sensory impairments.

At the time of the assessment, the service was supporting 18 people with the regulated activity of personal care.

Key findings

We conducted this assessment between14 July 2026 and 29 July 2026. We visited the office on 29 July 2026. This service was previously rated as good. We conducted 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 area where the service needs to improve or where we found exceptional practice.

The service had systems in place to safeguard people from abuse and avoidable harm. Staff understood safeguarding responsibilities and were able to explain how they would identify and report concerns. Staff demonstrated a good understanding of incident reporting procedures and told us they would escalate concerns appropriately and seek emergency assistance where required.

Risks to people were assessed and managed. Risk assessments reflected people's individual circumstances and provided clear guidance for staff regarding identified risks. Records reviewed addressed risks associated with areas including mobility, skin integrity, nutrition, medicines, and associated health conditions. Staff understood those risks and were able to describe how they supported people safely whilst promoting independence and maintaining their dignity.

People received support from staff who had undertaken some mandatory and role-specific training. Training for some staff had elapsed and additional role-specific training was planned to be delivered. Action was taken to ensure completion and managers monitored compliance closely. Staff, when employed, underwent a thorough induction and those staff who were employed from overseas had the appropriate right to work checks conducted.

Enough staff were employed to provide care at the time people expected, however, some people experienced late calls. There were no missed calls, and staff stayed the length of time they were supposed to. There was no impact on people’s care, but those few people who experienced lateness told us it impacted on their day-to-day plans and was more of an inconvenience.

Medicines were managed safely. Medication audits identified issues and managers acted where improvements were required.

People’s needs were assessed prior to care being provided which were person-centered and provided clear guidance about how people wished to be supported. Records reflected people's health and support needs, preferences, routines, and planned outcomes. Records promoted independence and reflected what people could do for themselves as well as areas where support was required.

We checked and found that staff and management worked within the principles of the Mental Capacity Act 2005 (MCA) where needed. No person at the time of this inspection was considered to lack the capacity to make their own choices. People were not subject to unlawful or excessive restrictions and had choice, control, and freedom over their lives.

Staff knew people well and understood their individual needs. People and relatives all told us that staff provided care through carers who had developed positive relationships with the people they supported. This helped staff recognise changes in people's support needs and respond appropriately. For example, people told us how staff referred to health professionals when they noted a change in their health needs.

The service had systems in place to monitor quality and safety. Audits reviewed incidents, accidents, training, supervision, call timeliness, and care plans among other areas. We found that those audits relating to training and call timeliness did not identify the improvements needed which were found at this inspection. The provider was open and transparent about those improvements and immediately put in place an action plan to address those deficiencies. Managers monitored incidents and complaints to identify learning and improvement opportunities.

Staff spoke positively about the culture of the service and described the registered manager as approachable, supportive, and visible. Staff said the registered manager was regularly in the field monitoring care and was a ‘Hands on’ manager. Staff felt able to raise concerns and said action was taken when they did. They told us they had enough time to support people and could access additional support from managers when required.