- Homecare service
Ourway Care Ltd
Report from 1 August 2025 assessment
Contents
Ratings
Our view of the service
The assessment started on 19 August 2025 and ended on 4 September 2025.
Ourway Care Ltd is a domiciliary care agency. They provide care, support and treatment to people living in their own home, including those with complex health needs. At the time of the inspection there were 9 people in Northamptonshire, Leicester, Hatfield, London and south using the service.
During the onsite inspection visit we spoke with 2 people and 6 staff including the registered manager, clinical lead, and support workers. We spoke with a further 6 people who used the service by telephone to gather their views and experience of the service. We also received electronic feedback from people, relatives and staff and external professionals and commissioners responsible for monitoring people’s packages of care.
The provider had systems in place to ensure risks to people had been assessed and monitored. Care plans were personalised and contained good quality information and instructions that enabled staff to support people safely. Staff monitored people’s wellbeing and health. They worked well with external health professionals and agencies to ensure the best outcomes for people. Staff were considerate of people's protected characteristics and cultural needs.
Staff were recruited safely. Each person had a consistent team of staff, and this was monitored. Staff received essential training for their role and person-centred training that equipped staff with the skills and knowledge required to meet people’s needs and to support them to manage their health conditions. Staff understood how to protect people from abuse and keep them safe.
The management team and staff ensured people had equal opportunities and did not face discrimination whilst being supported. A staff member told us, “[The service is] a lovely personal company dedicated to person centred care, offering good support to both staff, clients and their families.” There was a good learning and inclusive culture where people, relatives and staff felt able to raise concerns and management team were responsive to feedback. Staff felt supported in their role and received feedback on their performance.
The provider’s quality assurance processes and procedures were used to monitor all aspects of the service. Positive feedback about the quality of the service was received from commissioners with responsibility to monitor people’s packages of care.
People's experience of this service
People told us they were happy with the care and support they received. People told us staff were kind and caring. One person told us, “I feel safe and looked after by my amazing carers. They are extremely well trained.”
People told us they were actively involved in the assessment and management of their care and support needs. One person told us, “One of their managers came to see me and explained what services they were able to offer. Also, they arranged telephone interviews for me to interview the four candidates.”
People and relatives consistently spoke positively about the care and support provided. A person told us, “They’re all very skilled at what they do. They specialise in spinal accidents, so they know what they are doing.” They told us the management and staff team were kind, attentive and caring. A person said, “Its excellent. It’s the best I’ve ever had. Its above and beyond the best one."
People described how staff treated them with respect and promoted their independence. They told us when staff supported them with personal care needs, this was done in a sensitive manner preserving their privacy and dignity. People felt in control of their daily lives. People shared examples of how staff supported them to pursue their interests and new experiences which were adapted for each person. These ranged from health and fitness to enjoying new experiences and developing skills.
People told us staff were responsive always gained their consent, ensuring they were happy with the support being provided. People’s private and family time was respected.
People trusted the staff who supported them. They spoke about the knowledge, skills and competence of the management team and staff which made them feel safe. A person said, “I have had a stable team for a long period of time. I suppose if somebody treats their staff well, they’re more likely to keep staff.”
People and relatives felt able to raise any concerns if needed. Their views were sought during care reviews and surveys, and feedback was acted on.
People and relatives told us the service was well managed and were complimentary of the management team and staff.