· Team Care Compliance · Business Growth · 3 min read
Scaling Domiciliary Care Service from 20 to 100+ Clients
A case study on how we helped a small domiciliary care provider implement systems and processes to safely scale their operation while maintaining excellent CQC ratings.
The Situation
Caring Hearts Domiciliary Services had been operating successfully for three years with 20 regular clients. Following strong word-of-mouth recommendations and local authority contracts, demand was rapidly increasing. However, the founder, Maria Santos, was concerned about:
- Maintaining service quality during rapid growth
- Ensuring CQC compliance with increased complexity
- Managing larger staff teams effectively
- Implementing robust quality assurance systems
The Challenge
Key Growth Barriers:
- Manual scheduling and care planning processes
- Informal staff management and training systems
- Limited quality monitoring procedures
- Concerns about CQC inspection readiness at scale
Timeline Pressure: Local authority wanted to increase referrals within 6 months
Our Strategic Approach
Phase 1: Systems Assessment (Month 1)
We conducted a comprehensive review of existing operations:
- Process mapping of current care delivery workflows
- Staff competency assessment and training needs analysis
- Technology audit of existing systems and requirements
- Risk assessment of scaling challenges
Phase 2: Infrastructure Development (Months 2-3)
We implemented scalable systems and processes:
Technology Solutions
- Introduced comprehensive care management software
- Implemented mobile app for care workers
- Set up automated scheduling and routing systems
- Created digital care planning and monitoring tools
Process Standardization
- Developed standardized care assessment procedures
- Created consistent training programs for new staff
- Implemented quality assurance protocols
- Established clear governance structures
Phase 3: Team Development (Months 3-4)
- Recruited and trained additional care coordinators
- Developed management tier with clear responsibilities
- Implemented mentorship programs for new care workers
- Created performance management frameworks
Phase 4: Controlled Growth (Months 5-6)
- Gradual increase in client capacity with weekly reviews
- Regular quality monitoring and feedback loops
- Continuous staff support and supervision
- Preparation for CQC inspection
Outstanding Results
Growth Metrics:
- Client base: Increased from 20 to 105 clients
- Staff team: Expanded from 8 to 28 care workers
- Service hours: Grew from 400 to 2,100 hours per week
- Revenue: Increased by 420% over 6 months
Quality Outcomes:
- ✅ Maintained 100% client satisfaction scores
- ✅ Achieved ‘Good’ rating in CQC inspection (month 8)
- ✅ Zero serious incidents or safeguarding concerns
- ✅ Staff retention rate of 92%
Client Testimonial:
“Team Care Compliance didn’t just help us grow – they helped us grow responsibly. The systems they put in place mean we can serve more people without compromising the personal care our clients deserve.”
— Maria Santos, Caring Hearts Domiciliary Services
Critical Success Factors
1. Technology Investment
The right care management system was crucial for maintaining oversight and quality at scale.
2. Staff Development
Investing in management structures and training programs enabled sustainable growth without service degradation.
3. Gradual Scaling
Rather than rapid expansion, controlled growth allowed for continuous improvement and risk management.
4. Quality Focus
Maintaining quality metrics throughout growth demonstrated commitment to excellent care standards.
Lessons Learned
For Care Providers Considering Growth:
- Invest in systems before you need them – Technology and processes should be ahead of growth, not behind it
- Develop people alongside processes – Your team’s capability determines your growth potential
- Monitor quality religiously – Growth should enhance, not compromise, care quality
- Plan for CQC readiness – Compliance becomes more complex at scale but more important than ever
Long-term Partnership: We continue to support Caring Hearts with quarterly business reviews, ongoing staff training, and strategic planning for further expansion into neighboring areas.
Looking to scale your care business safely and sustainably? Contact Team Care Compliance to discuss how we can support your growth journey while maintaining the highest standards of care.