Conan Room

Who the service is for

The service supports older people, some of whom were living with dementia, in their own homes.

Key findings

We carried out this assessment between 7 September and 5 October 2026. We initially reviewed information and evidence remotely and then visited the provider’s offices to review additional evidence. 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.

Accidents and incidents were logged, monitored and reviewed. Lessons learned were identified and shared with staff appropriately. We heard people felt safe with members of staff. A relative told us, “Oh yes, I believe [family member] is very safe with their carers. There is a book they write in to keep me up to date with what’s happened.” We found members of staff and the management team worked within the Mental Capacity Act 2005 and people were not subject to unlawful or excessive restrictions. People had choice, control and freedom over their lives. A member of staff told us, “I have had online training around the Mental Capacity Act and use observations while with the person to review their capacity to make decisions." People’s care plans were simple and straightforward. Risk associated with people’s care and support were appropriately assessed. The provider assessed, reviewed and mitigated risks associated with the environment and people’s homes where care was delivered which ensured it was safe. Members of staff were deployed effectively and there was positive feedback from families about them. One relative told us, “There is good continuity of staff. They arrive on time and stay the allocated time.” The management team confirmed refresher training would be brought forward for members of staff and if there was a change in a person’s needs or where new risks had been identified, then additional training would be put in place or existing training refreshed. This ensured members of staff had the most appropriate skills and training to support people safely. The management team reviewed and audited medication administration charts which ensured medicines were administered safely. We asked people if their medication was always given as prescribed and on time. One person told us, “Definitely. [Members of staff] make me feel comfortable.” A relative told us, “[Members of staff] do it [medicine administration] great. They never miss.”

People's care plans were reviewed and people told us they were involved in these discussions. A family member said, “Yes [I have seen the care plan] and I can contact [the provider] at any time.” Referrals were made to specialist services when people needed equipment to meet their support needs. People’s care plans outlined their expectations of care and support. The registered manager reviewed people’s outcomes with members of staff in supervision and support sessions. A handbook was in place for people who received care and support. People confirmed they were asked for consent before care was provided. A relative told us, “[Staff] are so good. They listen to me and [family member].” A member of staff said, “I always tell the person what I am going clearly so they understand, and I involve them."

People were supported to maintain their independence and to have choice and control over their care and support. One person said, “Yes, for sure, my independence and choices are respected.” A relative told us, “[Members of staff] make a huge difference to the family life.” A member of staff told us, "I ensure that I am constantly communicating with people about each step of their care and gaining consent for each task by asking them. I also always ask the person if they would like help or if they can do it themselves or if they just need a little support to ensure they are as independent as possible but still feel supported."

People were happy with the care and support they received. Their care plans contained information about their personal preferences and about how they expected their care to be provided. A family member told us about a member of staff who went ‘above and beyond’ in their support, “On 1 occasion, when the carer had finished their shift and should have been going home, they offered to run the vacuum cleaner through the house before leaving.” The provider had a complaints policy in place and engaged with people to listen to their feedback and experiences. Where concerns had been raised, the provider was responsive and investigated and resolved the concerns to everyone’s satisfaction. The provider had developed a process to record and evidence detailed discussions and readthroughs of care plans with members of staff. This ensured the registered manager was confident members of staff understood the specific details about how to overcome barriers when care was provided for people.

Feedback from people about the service was positive and members of staff told us they enjoyed working for the provider. This confirmed there was a positive and supportive culture in place. A member of staff told us, “I have worked for 24/7 Homecare Ltd [Conan Room] for the last 4 years and I feel I am a very valued part of the team. I love working for 24/7 Homecare Ltd because they are a very welcoming company to work for.” We identified the provider needed to make some improvements to its governance systems. There were governance systems and processes in place but they needed to be organised more effectively to support continuous service improvement. A member of the management team had identified some improvements to the governance arrangements, and these needed to be sustained and embedded into practice. The provider took an opportunity during the inspection to reflect on and review their approach to on-going training and development for members of staff. They reviewed training records against both their own and their learning providers recommended refresher periods for training. Lessons learned and improvements were identified which the management team committed to embed within their organisation.