- Homecare service
Care Navigation
Assessment report published 27 November 2025
Contents
Ratings
Our view of the service
Date of assessment: 11 September to 21 October 2025.
Care Navigation is a domiciliary care service. It provides support and personal care to people living in their own homes. At the time of our inspection, 54 people were receiving the regulated activity of personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
This was the first inspection of the service and we reviewed all quality statements in this assessment. Our overall rating for this service is good.
The service was registered for use by autistic people or people with a learning disability. At the time of the assessment, Care Navigations home care service was not used by anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.
Staff knew people well and understood the importance of providing high quality care. Staff ensured people were safe and supported in the least restrictive way possible. Assessments of risk and needs informed care plans and guided staff in their practice.
All the staff we contacted were kind and compassionate when speaking about the people they supported. Staff told us people were always at the centre of their care and they respected people’s wishes and preferences when supporting their health, wellbeing and quality of life.
The management team were keen to ensure best practice was always followed, and there was a culture of development and improvement. Staff worked with other agencies and professionals to achieve this and meet the full range of people’s health and wellbeing needs. We received positive feedback about the organisation, staff and leaders.
People's experience of this service
People and their relatives gave positive feedback about the care and support they received from Care Navigation. They described staff as being kind, caring and competent. The managers and staff we spoke with were passionate about the service they provided.
Where possible, people were involved in assessments and developing their care plans. A range of evidence-based clinical tools helped staff to monitor and improve outcomes for people.
Staff encouraged people to make choices and take control of the support provided. Relatives said staff knew their family members well and understood their needs.
When people were not able to make decisions for themselves, relatives and other professionals provided support to ensure plans were made in people’s best interests and did not restrict them unnecessarily.
The provider asked people and their relatives to give feedback to ensure they were satisfied and to help the service continued to develop. Some relatives and professionals told us communication could be better at times. However, people and their relatives said they would be able to raise any concerns and knew how to contact the management team.
Everyone we spoke with said the service was well managed. They also noted that this had improved further recently with the expansion of the management team.