Delore Care Woking

The service is registered to provide care and support to people with a learning disability or autistic people. No autistic people or people who had a learning disability were using the service at the time of the assessment. However, we assessed the service under Right Support, Right Care, Right Culture, as it is registered to provide care and support to this population group.

The assessment was carried out by an inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

We met with the provider via Microsoft Teams to hear how they managed the service and ensured people received safe and effective care. We reviewed documentation including care records for 4 people, and records related to staff recruitment, training and supervision, medicines management, and quality monitoring and governance.

We spoke with 2 people who used the service and 10 of their relatives to hear their views about the service. We received feedback from 2 professionals who had worked with the service and 11 staff.

We reviewed the Provider Information Return (PIR) submitted in March 2025. This is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.

We carried out this assessment as we had received information of concern about some staff not staying the full length of scheduled visits, and the attitude and approach of some staff. We did not find evidence to support these concerns. Our findings about callcompletion and the attitude and approach of staff are detailed in the main body of this report.

The last inspection was on 20 April 2023 when we rated the service Requires improvement. The provider was previously in breach of the legal regulation in relation to governance. Improvements were found at this assessment and the provider was no longer in breach of this regulation.

People received safe, well-planned care that was tailored to their individual needs. Any risks involved in people’s care were assessed and mitigated.

Staff received safeguarding training and understood their roles in protecting people from the risk of abuse or avoidable harm. The provider worked with other relevant agencies to investigate and take action if safeguarding concerns were raised.

Staff were recruited safely and had access to the induction, training and support they needed to carry out their roles.

The management team and staff understood the importance of effective information-sharing amongst each other and with other relevant professionals. The provider had established effective working relationships with commissioners and other stakeholders.

The management team had clearly defined roles and responsibilities, which ensured accountability for key areas of service delivery. The provider’s quality monitoring and governance systems were effective in identifying risks or areas where improvements were needed.