- Homecare service
West Heanton - Supported Living & Domiciliary Agency
Assessment report published 27 August 2026
Contents
Ratings
Our view of the service
West Heanton Limited is a domiciliary care agency providing personal care to adults in their own homes in the community. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks relating to personal hygiene and eating. Where this is the case, we also consider any wider social care provided. At the time of our assessment, 50 people were using the service.
This service supports older people who are living in their own homes.
We carried out this assessment on 1 July 2026. 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.
The provider demonstrated a positive learning culture where incidents, concerns and feedback were reviewed and used to improve the quality of care provided. Staff understood their safeguarding responsibilities and were confident in recognising, reporting and responding to concerns to keep people safe from abuse and avoidable harm. A staff member said, “I understand my safeguarding responsibilities and how to report concerns, I am confident in the leadership responses.”
Risk assessments reflected people's individual support needs. The registered manager had systems in place to identify and monitor risks. Staff demonstrated a good understanding of people's needs and had taken prompt and appropriate action when people became unwell. People's home environments were assessed to ensure they were suitable and safe for the delivery of care.
The provider ensured there were sufficient numbers of appropriately skilled, experienced and trained staff to meet people's needs through live-in care arrangements. Staff received induction, training, supervision and ongoing support to carry out their roles effectively. Recruitment processes were robust and helped ensure only suitable staff were employed. Medicines were managed safely, with clear procedures for administration, recording, storage and monitoring within people's homes.
People's needs were assessed before care commenced, and care plans reflected their preferences, routines and support requirements. We received mixed feedback regarding information within care plans. For example, 1 staff member told us, “I am given access to the person’s care plan on [the digital system] before arriving at the person’s home, giving me time to read through and understand.” Another staff member told us, “The care plans are not updated quickly enough.” Staff monitored people's health and wellbeing and worked with healthcare professionals when concerns or changes in needs were identified. A visiting health care professional told us, “They escalate any concerns to us promptly and appropriately, either when we are visiting or contacting us if another visit is required. They are accepting of advice when this is offered and will follow this advice. Likewise, they are aware of when to escalate concerns to the GPs or other MDT teams.”
Staff understood the principles of consent and supported people to make decisions about their care wherever possible. Care was person-centred and tailored to people's individual needs and preferences. People and, where appropriate, their relatives were actively involved in planning and reviewing care. The provider sought feedback from people using the service and used this information to improve care and people’s outcomes. The provider promoted equality, diversity and inclusion, ensuring people received fair and equitable care and support.
There was a clear vision and positive culture within the service, focused on delivering high-quality, person-centred care. The provider’s vision and values statement included, ’To support people to live their life the way they wish, showing dignity respect to everyone.’ Managers were approachable, responsive and committed to continuous improvement. A staff member told us, “It’s like a family, management are visible, fair and flexible. They [management] are very open and it’s never an issue to speak to the registered manager.”
Governance and quality assurance systems were effective in monitoring service performance. Audits, feedback, incident reviews and oversight processes were used to support learning and improve outcomes for people. The provider demonstrated a commitment to innovation and learning, ensuring the service continued to develop and respond to the changing needs of people receiving care.
People's experience of this service
People told us they felt safe, well supported and confident in the care they received from their live-in carers. They consistently described carers as respectful, patient and reassuring. People said they valued the continuity of care and the reassurance of having a familiar carer available when needed. One person told us, “The carer supported me after a hip replacement to gradually regain my confidence and strength. [Staff] supported me to get out of bed to get washed and dressed, and to eat and gain my mobility again.”
People told us their carers supported them in a way that promoted their safety while respecting their independence and personal choices. People and their relatives were confident any concerns would be listened to and acted upon appropriately by both carers and the management team. A relative told us, “Carers consistently keep my [Relative] safe, clean, comfortable and well supported. The carers communicate well with us , maintain care records, and keep the family informed of any developments. The care is excellent, organised and particularly strong regarding personal care needs. They [staff] encourage independence by supporting [ person’s name] with meaningful activities such as making drinks and watering plants.”
People spoke positively about the skills, knowledge and reliability of their carers. They told us staff understood their individual needs, health conditions and daily routines, which helped them feel comfortable and supported. Relatives commented how the consistency provided by carers enabled strong relationships to develop and contributed to positive outcomes for people. A relative told us, “The carers are friendly and approachable and they can recognise when something is not quite right and seek healthcare support if required.”
People and their relatives consistently described their carers as kind, compassionate and respectful. They told us carers treated them with dignity, respected their privacy and promoted their wellbeing. Many people highlighted the positive relationships they had developed with staff, and the difference this made to their quality of life.
People told us they were involved in developing and reviewing their care plans and felt their views were listened to and valued. People and their relatives knew how to provide feedback and felt confident the provider would respond positively to any suggestions or concerns. One relative said, “The carers listen carefully to both her and her husband's views and respected [person’s name] wishes, including occasions when he chose not to change all of his clothes.” Another comment from a relative; “The carers understand my [relatives’] non-verbal communication, they recognise his hand gestures and ensure he is comfortable throughout his care. The carers are responsive, reassuring and able to adapt support according to his needs on that day.”