# Milford Del Support Agency

*Operated by Milford Del Support Agency Limited.*

Milford Del Support Agency is a CQC-regulated home-care agency in Sandown.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Outstanding |
| Safe | Good |
| Effective | Good |
| Caring | Outstanding |
| Responsive | Outstanding |
| Well-led | Outstanding |

Rating published: 18/07/2025

## Practical info

- Postcode: PO36 9LE
- Registered manager: Longmore, Donna
- Local authority: Isle of Wight
- Region: South East
- City: Sandown
- Last CQC check: 18/Jul/2025 - 00:00

## Inspection findings

### effective

- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-07-19
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2023-07-19
- Finding
  - Assessing people's needs and choices; delivering care in line with standards
  - Published: 2023-07-19
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-07-19
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-07-19

### Other

- Finding
  - Evidence: Senior team were responsive throughout inspection and acted to set timescales for improvement
  - Published: 2023-07-19
- Finding
  - Evidence: Safety audits of settings were effective in identifying and addressing areas for improvement
  - Published: 2023-07-19
- Finding
  - Evidence: There were examples of people becoming less distressed and needing substantially less physical intervention
  - Published: 2023-07-19
- Finding
  - Evidence: People reported high satisfaction: 'I love it here, it's a dream place and I have so much independence'
  - Published: 2023-07-19
- Finding
  - Evidence: Staff advocated for people and worked with families and professionals to ensure access to healthcare
  - Published: 2023-07-19
- Finding
  - Evidence: Medicines stored safely and audits undertaken regularly
  - Published: 2023-07-19
- Finding
  - Evidence: Effective infection prevention and control measures
  - Published: 2023-07-19
- Finding
  - Evidence: Robust recruitment processes including appropriate checks and references
  - Published: 2023-07-19
- Finding
  - Evidence: Staff were respectful, knew people well and were committed to working with them as individuals
  - Published: 2023-07-19
- **supervision_appraisal** _(minor)_
  - Evidence: Staff told us they had experienced mixed support. We heard reflections on changes at manager level leaving staff uncertain about their support.
  - Published: 2023-07-19
- **staff_competency** _(moderate)_
  - Evidence: Risks associated with the support people needed to move safely had been assessed, however the competency of staff undertaking this support had not been reviewed after their initial training.
  - Published: 2023-07-19
- **record_keeping** _(moderate)_
  - Evidence: Complete and accurate records in respect of people's care and support had not been maintained.
  - Published: 2023-07-19
- **consent_capacity** _(moderate)_
  - Evidence: Oversight of DoLS within the service had not been robust and the status of applications was not known within the senior team.
  - Published: 2023-07-19
- **care_planning** _(moderate)_
  - Evidence: Risk management strategies in place to support people when they were distressed were not always applied consistently.
  - Published: 2023-07-19
- **incident_learning** _(moderate)_
  - Evidence: Investigations into incidents and accidents did not always involve robust analysis of the root cause. This meant actions taken were not always sufficient.
  - Published: 2023-07-19
- **governance** _(critical)_
  - Evidence: Systems to monitor the quality and safety of people's support were not effective. There was a breach of regulation 17 (Good Governance)
  - Published: 2023-07-19

### safe

- Finding
  - Using medicines safely
  - Published: 2023-07-19
- Finding
  - Preventing and controlling infection
  - Published: 2023-07-19
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-07-19
- Finding
  - Staffing and recruitment
  - Published: 2023-07-19
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-07-19

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-07-19
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-07-19
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-07-19
- Finding
  - Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements
  - Published: 2023-07-19

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-2467326262

HomeCare Compass is an independent guide and is not affiliated with the CQC.