Appleby Lodge

The following is CQC's published account of its assessment, published 2 October 2024. References to “we” mean CQC. It describes findings at that time.

This assessment relates to the performance of the domiciliary care agency which was supporting approximately 90 people at the time of the assessment. We carried out our unannounced first on on-site assessment on 20 June 2024. A second on site assessment which included a visit to a person’s home was completed on 9 July 2024 and the assessment was completed on 11 July 2024. This was the first assessment of this domiciliary care agency, and the service has been rated good in all areas. Although people did not raise any concerns about visit times the systems for rota management were not robust. Staff were altering planned rotas to ensure people received their visits at their preferred times. This created a risk that changes to rotas by managers may be overlooked by staff. Staff respected people’s dignity and choices. However, the provider’s systems for assessing people capacity were not decision specific. People and staff told us the service was well managed and responsive to their needs. Complaints had been appropriately investigated but learning from complaints had not been used effectively to prevent others experiencing similar issues.