Complete Care Windsor

Updated 26 February 2026

We carried out this assessment from 14 April to 16 April 2026. Complete Care Windsor is a care at home service providing personal care to older people, including people with physical disabilities, dementia and sensory impairments. At the time of the assessment, 20 people were using the service and receiving personal care.

During the assessment, we identified breaches of regulations relating to safe care and treatment and good governance. We discussed the concerns with the management team during the assessment to enable them to begin taking action.

There was no effective system of audits or quality monitoring in place. Managers were unable to demonstrate that risks had been identified, reviewed or acted upon. This meant there was a lack of assurance that risks to people’s safety, such as medicines, were being detected and managed promptly.

The provider did not have evidence of accidents or incidents being consistently recorded, reviewed or analysed. As a result, opportunities for learning and service improvement were missed. However, staff understood their responsibility to raise concerns and report incidents.

There were incomplete visits and gaps in daily care records, which meant managers could not be assured people consistently received care and support as planned. Managers had recently introduced a new electronic recording system and were working with staff to improve the consistency and quality of record keeping.

While governance systems were ineffective, we also identified areas of good practice, including positive engagement with people and professionals. Managers were visible within the service and worked with people to develop person-centred support plans. They focused on supporting people to meet their needs and preferences and worked with other professionals to help ensure continuity of care.

Staff received mandatory training to support them to carry out their roles safely. Staff described how they promoted people’s right to consent, respected privacy and maintained dignity. People and their families were treated with kindness, empathy and compassion.

Updated 26 February 2026

We received positive feedback from people and relatives about their experience using the service.People felt staff were well trained and able to offer a flexible approach to meet their needs. Relatives felt informed about changes in people’s health and welfare. They told us staff were respectful and offered compassionate care. They also felt staff were reliable and stayed for the duration of the visit.

People were supported to access healthcare services and their community to maintain their independence and wellbeing. Relatives told us how managers and staff worked well with other professionals to support people in achieving positive outcomes.

People and relatives felt there was good communication and relationships with managers. They were happy with the service and felt managers were responsive to requests.

While people and relatives expressed general satisfaction with their care and treatment, our assessment found elements of care and support did not always meet the expected standards.