Carters Green Healthcare Services Limited

Ratings

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Requires improvement

• Caring

  Good

• Responsive

  Good

• Well-led

  Requires improvement

Our view of the service

Date of assessment: 13 to 17 April 2026.

Carters Green Health Care Services Limited provides a domiciliary care service to adults and children with a range of conditions, such as people who are autistic, those with a learning disability and physical disabilities.

At the time of the inspection, the domiciliary care service was supporting 26 people with their personal care needs.

This is the first assessment for this service, and it was prompted by a review of the information we held about the service.

The overall rating following this assessment of Carters Green Health Care Services Limited is requires improvement. Four breaches of regulation were identified in relation to consent, safe care and treatment, safeguarding and good governance.

We found there was no awareness nor regard for ‘Right support, right care and right culture’ guidance, which is statutory guidance for providers that provide care to autistic people and those with a learning disability. For example, while people were provided personalised and community-based support by staff, leaders were unaware of the guidance and people’s care records did not make reference to principles which underpin the guidance.

Systems for managing safety events were not always clear nor robust. Care plans, risk assessments and daily care records did not always provide clear, detailed and person-centred information about people’s needs. There was no consideration of the principles of the Mental Capacity Act 2005 (MCA), which included where people were being subjected to restrictions which amounted to a deprivation of people’s liberty. Reporting and working with external teams was not always consistent. Governance arrangements were not always robust or effective.

People received effective transitions to the service. Relatives were involved in the care their relation’s received. People’s care was subject to regular oversight by leaders. Medicines were managed safely. The review of incidents which resulted in the use of physical restraint by staff was clear and effective. Staff recruitment, training and support were robust. Workforce inclusion and wellbeing were prioritised by leaders.

People's experience of this service

While feedback from relatives was largely positive, because of the issue we found, which included people’s rights not always being respected as required, people’s experiences could have been improved.

Relatives told us people were provided care that was flexible, kind and compassionate. Many described staff as demonstrating a clear awareness of people’s needs. Comments about staff included, “It has really helped not just [my relation] but the whole family. They [staff] are very professional and [my relation] knows them really well and they can understand and know her very well, also.”

Relatives mostly shared communication to and from the service was very good and leaders and staff were always accessible and happy to accommodate people’s and families’ needs. A relative said, “They have good communication with us. We communicate by phone, email and WhatsApp.”

We were mostly told people’s continuity of care was stable and impacted positively on people, with a relative saying, “[My relation] has consistency of the same carers.”

Relatives consistently told us they felt able to raise concerns and were confident they would be listened to. A relative explained, “I would have no issue in contacting the service with a concern should I need to. The managers are very understanding; it just takes a direct conversation and implement change straightaway.”