- Homecare service
St Johns Wood
Assessment report published 9 December 2025
Contents
Ratings
Our view of the service
HP Homecare St John's Wood is a domiciliary care agency. It provides personal and nursing care to people living in their own homes. The service supports adults with a range of needs, including nursing needs and dementia. At the time of our assessment, 12 people were using the service.
The assessment took place on 18 September 2025. This was the first assessment of this service under its current registration with CQC as HP Homecare Limited on 24 June 2022. The service was previously registered under a different legal entity. The last rating for this service was good (published 3 May 2019), with the same leadership, governance, and clinical systems in place throughout. The rating following this assessment is good.
The provider had systems to assess and manage risks to keep people safe. Staff supported people to manage their medicines safely and people were cared for by trained nurses.
There were sufficient staffing levels. People were supported by familiar care workers and nurses assigned based on personality, experience, and skills. There were robust recruitment procedures, as well as ongoing supervision, and competency checks for staff. This helped ensure they were suitable to deliver care.
People were treated with kindness, empathy, and respect. Staff understood and responded to individual preferences, cultural and religious needs, and worked in a person-centred way.
Managers created a supportive and inclusive culture. Staff reported open and approachable leadership, where they could raise concerns or suggestions freely. There were suitable governance systems. These included audits, and digital monitoring to help ensure consistency, and quality improvements. The provider encouraged staff to work collaboratively, make autonomous decisions, and maintain high standards while feeling supported.
People and their families were able to provide feedback, which the provider acted upon. Staff encouraged people to express their views. The provider ensured good communication with families. There was an appropriate complaints procedure, and concerns were addressed promptly.
The service is registered to provide support for autistic people or people with a learning disability. At the time of the assessment, the 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.
People's experience of this service
People and their families consistently described positive experiences with HP Homecare St John’s Wood. They said they felt safe, supported, and treated with respect. Comments from people included, “I absolutely do feel safe. They are very confident and professional,” and “I feel completely safe.” Relatives told us the service was reliable and there was good continuity of care. They said care workers and nurses were punctual and well matched to the person receiving support.
People told us they appreciated the responsiveness of the service. One relative commented, “If [person] doesn’t like [a member of staff], they will find an alternative.” People reported staff listened to their needs and preferences, supported their independence, and encouraged them to remain active. A relative commented, “It’s all about what [person] wants. They encourage [person] to do what [they] like doing.”
People described care workers and nurses as caring, thoughtful, and sensitive. One person said, “Carers are kind, pleasant, like a friend to me,” while a relative added that staff were, “Caring and sensitive. Aware of [person’s] needs. Like extended family.” People told us there was effective communication with families. They said staff maintained regular contact by phone, text, and email. Families explained they valued being included in care planning and reviews, with a relative noting that plans were, “Reviewed every 3 months with the manager. [Person] is getting what [they] need.”
Relatives described care workers as thoughtful, caring, and professional, and highlighted the positive impact on people’s quality of life.
People felt confident raising concerns or sharing feedback. They told us the manager was approachable and there was a supportive staff culture. Comments from people included, “[The service is] very well managed. No delay in a response,” and “[The service is] extremely well run. The manager is very approachable, effective and intelligent.” Families said they would recommend the service to others. They told us they trusted the agency. Their comments included, “I would 100% recommend them. They are excellent,” and “I would recommend; they are reliable and caring.”