- Homecare service
Wiltshire Support At Home Service
Assessment report published 12 May 2025
Contents
Ratings
Our view of the service
Date of Assessment: 18 March to 27 March 2025. The service is a care at home service providing support to adults of all ages living with physical disabilities and dementia. This was the first inspection of the service since it was registered.
People were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. Care was based on latest evidence and good practice. People were supported with their nutrition to ensure they had enough to eat and drink to stay healthy. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. They monitored people’s health to support healthy living. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved people’s representatives and took decisions in people’s best interests where they did not have capacity.
People were treated with kindness and compassion. Staff protected their privacy and dignity. People were treated as individuals and staff supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. Staff responded to people in a timely way. The provider supported staff wellbeing.
People were involved in decisions about their care. Staff provided information people could understand. People knew how to give feedback and were confident the provider took it seriously and acted on it. People received fair and equal care and treatment. People were involved in planning their care and understood options around choosing to withdraw or not receive care.
Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. Managers worked with the local community to deliver the best possible care and were receptive to new ideas. There was a culture of continuous improvement with staff given time and resources to try new ideas.
People's experience of this service
People were positive about the quality of their care. They felt safe and were involved in planning their care and understood their rights. One person told us, “I am safe with [staff] because they are gentle and don’t hurt me.” People said they received good care from knowledgeable staff who treated them as individuals. Comments included, “The [staff] know what they are doing. They are doing good and are friendly. They get on with the job but there is no rushing.”
People described how staff treated them kindly and made sure any personal care was done sensitively, preserving their privacy and dignity. Comments included, “They are very friendly, and I feel at home talking to them. I am not worried or frightened” and “They are kind caring and thoughtful.”
People felt able to complain and were confident action would be taken and improvements would be made. People knew staff and leaders and felt the service was well managed.