- Homecare service
Exceptional Care At Home (Barnet)
Assessment report published 18 June 2026
Contents
Ratings
Our view of the service
This was the first assessment of Exceptional Care at Home (Barnet) since the service was registered by CQC on 1 March 2023. The assessment took place from 24 April to 2 June 2026. A site visit to the office was carried out on 27 April 2026.
Exceptional Care at Home (Barnet) is a domiciliary care service providing personal care to people living in their own homes, including older people, people living with dementia and younger adults.
We found the service had established structured and effective systems to support safe care delivery and oversight, and evidence seen during the assessment indicated these were being applied in practice. People and their relatives provided consistently positive feedback, reporting that care was delivered safely by regular staff, and that care workers treated them with kindness, dignity and respect. Records reviewed, including care plans, risk assessments and daily notes, were detailed, person‑centred and up to date, supporting effective and responsive care delivery.
The provider monitored care delivery, including care‑visit monitoring, incident reporting and quality assurance audits. These systems helped identify and manage risks. Staff recruitment, training and supervision arrangements helped ensure staff were competent to carry out their roles. They worked effectively with partners and external professionals to support people’s needs.
However, while governance processes were well structured, audit reports consistently demonstrated low or no issues identified across key areas. This reduced the extent to which audits showed robust analysis and learning from the issues that were found and limited the provider’s ability to fully test the effectiveness of systems and identify emerging risks.
In addition, although care plans were reviewed and updated, some people using the service and their relatives reported inconsistencies in communication, including not always being informed of changes or fully aware of care plan reviews. This indicated that while ways to communicate were generally effective, oversight did not always capture people’s lived experience, and opportunities remained to strengthen assurance that changes in care were consistently communicated and understood.
People's experience of this service
Feedback from people and their relatives consistently described a positive overall experience of the service. People felt safe, well cared for, and supported to maintain independence at home. People reported that care staff were kind, reliable, and attentive, and this had a meaningful impact on their day-to-day wellbeing and quality of life.
People told us they felt safe and comfortable with the care workers, with trust developing through regular and consistent staffing. Continuity of care workers was particularly valued, especially for people living with dementia, as it reduced anxiety and supported familiarity. There were no safeguarding concerns raised, and people and relatives expressed confidence that staff would act appropriately and escalate issues where needed.
The caring approach of staff was a key strength. Feedback consistently highlighted that care workers were friendly, respectful, and compassionate, taking time to build relationships and treat people with dignity. This included maintaining privacy during personal care and involving people in decisions about their daily routines. A relative told us staff were, “Polite and respectful.” This contributed to a positive care experience.
The service was also seen as effective in meeting people’s needs, both practically and emotionally. People and relatives told us that care enabled them to remain living at home, reduced pressure on family members, provided reassurance and improved wellbeing. This included through support with daily living, nutrition, and opportunities to go out.
There was consistent feedback that care visits were reliable, with care workers attending on time, staying the full duration, and completing required tasks. This contributed to a sense of stability and trust in the service. A relative told us they had, “Every confidence in the carers. If there was an incident/accident they would respond appropriately.” Another said, “They support me. I couldn’t manage without them. Such a help.”
However, there were some mixed experiences regarding communication and organisation, particularly with the office. While some people said communication was good and they could easily contact staff, others reported uncertainty about who manages or coordinates care, inconsistent updates about care arrangements and limited awareness of care plan reviews or management oversight.
These issues did not appear to significantly undermine people’s overall satisfaction but represent an area where the service could strengthen consistency and transparency.
People’s protected characteristics, including those related to age and cognitive impairment, appeared to be respected and appropriately supported, particularly through continuity of care and person-centred approaches. For example, people living with dementia benefited from familiar care workers and calm, respectful interactions that supported their emotional wellbeing.