- Homecare service
St Anns Healthcare - Main Office
Assessment report published 11 November 2025
Contents
Ratings
Our view of the service
Date of assessment: 12 September to 10 October 2025. The service is a care at home service providing care and support to older adults and younger people who may have physical disabilities and/or dementia. At the time of our assessment there were 19 people receiving the regulated activity of personal care.
The assessment was prompted due to the length of time since registration with us. We assessed the quality statements from all the key questions; safe, effective, caring, responsive and well-led.
Some records associated with care and treatment were not always accurate, current or recorded sufficiently. These included records for the safe management of medicines, recruitment of staff and the assessments of risks relating to people’s care and needs. These were addressed immediately during the assessment by the management team. Staff were aware of their safeguarding responsibilities. There were sufficient staff employed who were regular, reliable and punctual. Staff had received training and supervision to support them in delivering safe and effective care.
Prior to receiving care people received an assessment of their needs and care delivered was based on evidence and good practice. Staff involved people and those important to them in their care planning. People were, where required, appropriately supported with eating and drinking. The staff team worked well with other organisations and services to support people to manage their health and wellbeing.
Staff treated people with kindness and compassion. Care was delivered with dignity and respect, and individual preferences were upheld. People were supported to make choices about their care, and staff responded promptly to any changing needs. People were encouraged to maintain their independence. The workforce felt supported and valued, with access to training and development opportunities. Staff understood their roles and responsibilities and were all positive about working for St Ann’s Healthcare Ltd.
People and their relatives were able to give feedback on the care and service. The service contacted emergency services when required. There was a system in place for responding to concerns or complaints. People’s end-of-life wishes were noted and reflected in their care records.
Leadership was strong and inclusive. The registered manager was described as approachable and supportive, and governance systems were in place to monitor quality and safety. However, issues found during this assessment had not always been identified through those oversight processes and systems. The management team took immediate action to improve those processes to ensure they captured and could rectify the areas of concern found. Staff felt confident to speak up, and there was a culture of learning and continuous development. The service worked well with external professionals, and people experienced positive outcomes regardless of their background or needs.
People's experience of this service
People were very positive about the quality of their care and the service they received. People said they felt safe with their care workers. For example, a person said, “The carers arrive on time, stay the full duration and I feel safe.” A family member told us, “My relative feels safe in their care.”
People and family members confirmed they had been involved in planning their care and making decisions as to how care should be provided. People also told us they thought staff had been adequately trained to deliver their care. One person said of the staff, “They are well trained and very effective in the way they look after me.”
People said they felt very well cared for by kind staff. One person told us, “Every one of my carers is so good. They are kind, caring and go over and above.” Another person said, “The care that St Ann’s provide is excellent.” One person said about the staff, “They give good, respectful, personal care observing my privacy and dignity.”
People thought the service was very responsive. One person told us, “The carers are always responsive to my care needs, and the office is always responsive to my calls or requests.” People’s independence was promoted. A relative said, “Staff are good at getting my relative to do as much as they can for themselves.”
People told us they thought the service was run well and would recommend it. One person said, “I think the service is well organised. I have no complaints and would recommend them.” A relative told us, “The office is very effective. I have absolutely no complaints. Without doubt I would recommend them to anyone.”