Stonewood Complex Care

Updated 5 March 2026

Date of assessment: 10 March 2026 to 18 March 2026.

Stonewood Complex Care is a domiciliary care agency that provided personal care and nursing care to children and adults living in their own homes. The service supported people with complex health needs, physical disabilities, sensory impairments and dementia.

We gave the provider 24 hours’ notice of the assessment to ensure the registered manager was available to meet inspectors at the provider’s office. At the time of the assessment, five registered nurses worked for the service.

Not everyone supported by the service received a regulated activity. We only inspected care provided to people who received regulated activities. At the time of the assessment, the service supported 44 people with a regulated activity.

The provider assessed people’s needs with input from them, their families and relevant health professionals. Care plans contained clear and detailed information that enabled staff to deliver safe and appropriate care and treatment. Staff completed risk assessments based on people needs which provided guidance on how to manage identified risks. Records showed that staff discussed goals and outcomes with people and documented the work undertaken to achieve them.

People, families and health professionals took part in regular reviews of care plans. The service managed medicines safely, supported by regular audits completed by staff and the provider, with oversight from registered nurses.

Managers, nurses and office staff were closely involved in people’s care. They visited people and their families in their homes and maintained regular contact with people, relatives, staff and health professionals. The team demonstrated strong motivation to provide personalised, high-quality care and had embedded this as a core value while the service grew and expanded.

Staff overwhelmingly told us they felt happy in their roles and enjoyed their work. They said they felt safe, well trained and supported. Staff described managers and nurses as visible, accessible and supportive, and they felt confident to raise concerns or ask questions. One staff member told us, “I can honestly say that I love my job and that I am able to play a small part in providing excellent personalised care the individuals that we look after. That is down to (name of manager) and the entire team for installing that culture into our everyday practice. It is nice to leave work at the end of the day and feel genuinely good about the work I have done that day.”

Another staff member told us, “Stonewood is a unique and refreshing take on the care sector and I’m extremely proud of who we are and what we do in supporting our service users and ensuring our staff are happy and fulfilled in their role.”

Updated 5 March 2026

People and families spoke positively about the organisation and the care provided. They told us they felt safe and well cared for, and that staff delivered their often complex care safely and competently. People said staff were well trained and understood their individual needs.

People valued the ease of contacting the office to seek advice and support when needed. They told us office staff maintained regular contact with them and carried out scheduled visits and unannounced checks. People said this oversight gave them reassurance and confidence in the service.

People told us they were involved in developing their care plans and taking part in reviews. They said they chose which staff supported them. This was particularly important for people who shared their homes with staff, sometimes for 24 hours a day. One person and their relative told us their carers were, “Very respectful that this is our home.” Another person told us their carers were, “Very good… ultimately, I say who is employed. We get on well with them (carers), and we have to, we are sharing our lives with them, and they are sharing their lives with me.”

A family member described their relative’s complex care and medical needs and explained how staff protected their relative’s dignity during personal care. They added, “(Person) trust’s them with their life. And so do I.”