Holywell Care Services (Morecambe)

Updated 2 September 2026

Date of assessment 3, 4 and 7 September 2026.

Holywell Care Services (Morecambe) provides personal care to people in their own homes and within supported living services for people with a learning disability and autistic people. We assessed the quality statements across the key questions of Safe, Effective, Caring, Responsive and Well-led.

We also assessed the service against the principles of Right Support, Right Care, Right Culture, which promotes respect, dignity, equality, choice, independence and inclusion for people with a learning disability and autistic people. We found a strong person-centred culture that valued people as individuals and placed a clear emphasis on promoting choice, independence and positive outcomes. experiences and achieve positive outcomes. Leaders and staff demonstrated a commitment to delivering equitable, compassionate and inclusive care that respected people's individuality and promoted their wellbeing.

The provider demonstrated a strong culture of safety, supported by effective governance, learning and risk management systems. Incidents, safeguarding concerns and safety events were appropriately reported, investigated and used as opportunities for learning and service improvement. People's needs were thoroughly assessed before support commenced, ensuring safe transitions and continuity of care. Risks to people's health, safety and wellbeing were identified, regularly reviewed and managed in a way that promoted independence and choice. Safe recruitment practices, comprehensive training and effective supervision ensured staff had the skills and knowledge required to provide safe care. Staff understood their safeguarding responsibilities and supported people in line with the principles of the Mental Capacity Act 2005. Infection prevention and control measures were in place, and medicines were managed safely through robust processes, electronic monitoring systems and regular competency checks.

The provider delivered effective, care through comprehensive assessments, detailed care planning and regular reviews that reflected people's needs, preferences and goals. Staff used evidence-based tools and up-to-date electronic care records to monitor health, wellbeing and risks, ensuring care remained responsive to changing needs. Effective communication systems and strong partnership working with health and social care professionals supported coordinated care and positive outcomes. People were supported to maintain their health, independence and wellbeing, with clear evidence of improved outcomes for some individuals. Consent processes were robust, choice and decision-making were promoted in line with the Mental Capacity Act 2005 and best-interest decisions had been made and recorded when required.

People received compassionate care from kind and respectful staff, which promoted their dignity, independence, choice and wellbeing. Staff had a strong understanding of people's individual needs, preferences, cultural backgrounds and aspirations, and provided flexible support that responded to changing circumstances. People were actively involved in decisions about their care and support. Feedback from people, their relatives and staff was positive. Staff felt valued and well supported by leaders.

The provider consistently delivered person-centred, responsive care that placed people at the centre of decisions about their support. Care planning reflected people's individual needs, preferences, aspirations and future wishes.

People received coordinated, holistic care which included guidance from relevant health and social care professionals. Regular reviews ensured support remained relevant and effective. The provider actively promoted equitable access to services, reduced barriers to participation and enabled people to engage in meaningful activities that enhanced their wellbeing, independence and quality of life. Effective systems for listening to and involving people ensured feedback, concerns and complaints were acted upon, helping to drive continuous improvement and positive outcomes.

The provider had a clear vision and positive culture based on respect, inclusion and person-centred care, which was embedded through recruitment, induction, supervision and staff development. Leaders were capable, approachable and transparent, and staff felt valued, supported and confident to raise concerns. Effective governance and quality assurance systems enabled leaders to monitor performance, identify improvements and support the service’s sustainability. The provider promoted workforce equality, diversity and inclusion, worked collaboratively with partner organisations and demonstrated a commitment to continuous learning through professional forums, shared learning and staff development. While people had several ways to provide feedback, systems for collating, analysing and responding to this feedback could be further developed.

Updated 2 September 2026

People reported feeling safe and confident in the care they received. Staff demonstrated vigilance and took appropriate action when health concerns were identified. People told us, "I feel safe when they are caring for me." And, "They reported my leg being swollen and got the doctor out for me."

People and relatives consistently praised the continuity of staffing and reliability of support. Staff were described as regular, dependable, punctual and knowledgeable about people's needs and routines. Consistency helped people feel secure and ensured staff knew them well enough to recognise changes and respond appropriately. People’s relatives told us, "[Name] has consistent staffing." And, “They are very reliable and consistent." And, "They are on time, they crack on and do a good job."

Relatives felt staff had a strong understanding of people's individual needs and recognised their skills in managing distress and supporting people to remain calm. People felt confident in staff's knowledge and competence. People and people’s relatives told us, "They know [Name]very very well." And, "Staff know what they need to do for me."

People and their relatives praised the kindness of the staff. People described staff as polite, caring, helpful and supportive, often going beyond expected duties. Staff were seen as having a positive impact on people's emotional wellbeing. People told us; "It is unbelievable how helpful they are." And, "Sometimes I feel a bit low, but they bring so much to me." And, "They are kind and polite."

People felt staff made extra effort to ensure support met their individual needs. Preferences around care delivery, including gender preferences, were respected wherever possible. People told us, “They do their best to do whatever we ask them to." And, "They have done [provided female staff] for me."