Verve Homecare Sussex Ltd

Updated 6 February 2026

Date of assessment 3 March and 13 March 2026.

Verve Homecare West Sussex is a home care service providing care and support to 22 people in their own homes. At the time of the assessment, care and support was given to children and adults, with complex physical and care needs.

This was the first assessment of this newly registered domiciliary care service. The assessment was completed to assess the quality and safety of care being provided and to provide the service with its first rating.

People were protected from abuse and avoidable harm. Risks were assessed and managed well, with care plans and risk assessments tailored to people’s individual needs and reviewed when circumstances changed. Safeguarding arrangements were robust and staff understood their responsibilities. Medicines were managed safely, and infection prevention and control practices were effective. There were enough suitably skilled and competent staff to meet people’s needs, supported by safe recruitment processes, specialist training and ongoing supervision.

Care and support were effective and based on thorough assessments completed with people and their families. Care was delivered in line with professional guidance and clinical instructions. Staff worked well with healthcare professionals and other agencies to ensure care was coordinated and responsive. People’s health and wellbeing were monitored, and staff acted promptly when concerns were identified to help prevent deterioration and avoid unnecessary hospital admissions.

Staff treated people with kindness, compassion and respect, and took time to understand what mattered to them. Care was personalised, with people and families actively involved in decisions about care and support. Feedback showed people felt listened to, supported and reassured by staff. One parent described staff as “calm and confident” and told us they felt reassured by the way care was delivered.

Staff were responsive to people’s needs. Care plans were individualised and reviewed regularly, and the service responded flexibly when people’s needs changed. People received consistent care from familiar staff, which supported continuity and helped build trusting relationships. Information was shared clearly and in a timely way, and people and families knew how to raise concerns or provide feedback. Concerns were taken seriously and used to improve the service.

Leaders were visible, approachable and demonstrated a clear focus on safety, quality and person-centred care. Governance systems provided effective oversight of risks, incidents, safeguarding and quality. Learning from incidents, feedback and audits was used to drive improvement. Staff described a positive, open culture where they felt supported and encouraged to speak up. Families told us leaders were responsive and took action when concerns were raised.

Updated 6 February 2026

People and their families were consistently positive about their experience of care from Verve Homecare West Sussex. Feedback showed people felt safe, supported and confident in the care staff provided. Parents told us staff were knowledgeable, calm and reassuring, particularly when supporting children with complex health needs. People said staff took time to understand individual routines and what mattered to them, which helped build trust and reassurance.

People felt involved in decisions about care and support. Assessments and care planning were completed with people and families, and parents told us they felt listened to and included. Where children were unable to communicate verbally, staff used their knowledge of the child, alongside guidance from families and healthcare professionals, to understand preferences, comfort and wellbeing. Parents told us staff communicated clearly and explained care as it was delivered, which helped reduce anxiety and supported positive experiences.

People described staff as kind, compassionate and respectful. Parents told us staff treated children with dignity and were sensitive to privacy within the family home. One parent described staff helping them feel reassured about the care being delivered. People told us staff were attentive and responsive, and acted promptly if they had any concerns about health or wellbeing.

People felt there were enough staff to meet their needs and valued receiving care from familiar staff. Continuity of care was important to families, particularly for children receiving complex care, and people told us this helped staff understand individual needs and recognise changes quickly. Parents said staff knew their child well and understood how to respond during changes in health or unexpected situations.

People told us they knew how to raise concerns or provide feedback and felt confident the service would respond appropriately. Families said leaders and managers were approachable and took concerns seriously. Feedback was used to improve the service, and people felt reassured that their views were valued.