- Homecare service
Napier Homecare Services Limited
Assessment report published 22 April 2026
Contents
Ratings
Our view of the service
Date of assessment: 8 January 2026. This assessment was completed remotely. Napier Home Care Services Limited is a homecare provider supporting people to live in their own homes. The main goal of the provider is for people receiving support to feel empowered, to be independent and to remain at home. This announced inspection was conducted to review the quality of care and compliance with the legal regulations. Staff had a good understanding of their service user group and support was centred around people. Communication between management and the support team was effective. We saw evidence the provider was good at responding to and acting when concerns were raised. Staff had access to ongoing training and support, and recruitment processes were robust. People told us they felt listened to and staff said they felt able to approach the management team with any concerns. The provider had a digital system to manage calls which included geographical tracking. All members of office staff were trained to support people, so cancellations of visits were rare. Alerts were enabled to indicate if staff had not arrived on time and a protocol in place to address this. There was an on call system in place and flexible support available to help families. Care plans were generally well constructed. Staff received guidance and support to enable them to deliver care in line with current best practice. A minimum of 3 shadowing shifts were completed by new staff members before they were able to support people independently. Information about people and their communication needs was shared with staff and the relevant healthcare partners. People were supported to manage their health and improve their outcomes. Communication with health and care partners was good. Staff were extremely kind and caring and spoke positively about people, always treating them as individuals. There was a positive, compassionate culture at the service and staff confirmed there were opportunities for them to speak up. There was evidence of regular staff supervision, staff meetings, and opportunities for people to feedback or comment on their support. The registered manager, admin team and staff had worked hard to continuously raise standards and enhance people’s quality of life. Staff members told us the management team were very supportive and approachable. The provider had excelled in their support of workforce wellbeing.
Training provision and attendance was generally good; All mandatory training had been completed, and bespoke training was available for staff to be able to support people with certain conditions, ensuring that they received the best possible care.
People's experience of this service
People spoke positively about the service, and the care they received. Comments about staff included, “I couldn’t believe how thoughtful and lovely they were, thinking of me and caring for me". And "I wish I’d found them earlier.”
People were satisfied with the provision of staff, one person told us, “They keep to time and stay the full time every time.” And. “I’m so relaxed when they’re here.”
One person told us about a time when their family member was ill, “They’ve picked up on it and contacted the doctor or me straightaway.”
People were generally happy with the quality of support and how it allowed them to remain at home. One person said, “Because there’s continuity of care, they know mum and pick up on small things.” Another said, “Because we get a good service mum is where she wants to be, which is at home.”
People told us that they feel safe with members of staff, one family member described their loved one’s care as, “comfort and company.” And went on to tell us, “He was cared for wonderfully.”