Gem Homecare Ltd

Updated 10 July 2025

Date of Assessment: 15 July 2025 to 24 July 2025.Gem Homecare Ltd is a domiciliary care service registered to provide personal care to individuals living in their own homes. At the time of this assessment, the service was providing personal care to 43 people.

An assessment has been undertaken of a specialist service that is registered for use by autistic people or people with a learning disability. At the time of the assessment, the service was not used by anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.

There were systems in place to protect people from harm, including how medicines were managed. Staff were trained in how to recognise and respond to abuse and understood their responsibility to report any concerns to the management team. Safe recruitment processes were followed, and appropriate checks had been undertaken, which made sure only suitable staff were employed to care for people. Robust procedures were in place to ensure care visits were not missed.

People's needs were assessed and met by trained and supervised staff. Staff spoke highly about the training and support provided. They told us they felt valued and supported both to provide high quality care and with their own development.

People received care and support from regular staff they knew well and with whom they shared trusting and positive relationships. People were supported to remain healthy and access healthcare services when required. Care plans reflected people's needs. They were constantly updated and adapted as people's needs changed. People were supported to give their views about the quality of the care provided to help drive up standards.

Staff maintained people's dignity when providing personal care and were respectful to people and their homes. People chose what they ate, and staff supported people to eat and drink in line with their assessments.

The provider met the requirements of the Mental Capacity Act 2005 (MCA) to help ensure people's rights were protected. People were supported to make decisions about their care and to be as independent as possible.

Quality assurance processes were robust. Policies and procedures were in place to guide staff on how to keep people safe and what they had to do if they had concerns. The registered manager, supported by other key senior staff, could monitor standards of care delivery with a range of checks and audits. Staff were aware of the company’s mission statement and strived to ensure that people using the service had a voice.

Updated 10 July 2025

People, their relatives and staff told us Gem Homecare Ltd delivered a safe service. One relative said, “The standard of their care is marvellous. They always follow the care plan and complete all the tasks, checking if they can do anything else.” People said that staff were kind, reliable, punctual, and well-trained, and that they respected their privacy and dignity. One person said, “All the staff are very good and show kindness and compassion. They are like friends. They are respectful and will do anything we ask although they follow the care plan as well. They will change the bed, wash up, little things that show they really care.” One relative said, “I have found the company well led and organised. I have no complaints or concerns. I would recommend them.”

The service was responsive to people's needs. One person said, “They go the extra mile to provide a very responsive service. The communication I have had with both the office staff and manager have been excellent.” Another person said, “Nothing is too much trouble. I can speak to staff at any time; they are always helpful and respond immediately to calls or replies to messages left on their voice mails. Very good.” People told us they knew how to complain but no-one raised any concerns or complaints about the service when we spoke with them.

People were supported in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People told us that they were involved in planning and reviewing their care, and that their feedback was acted upon and used to improve their care experiences.

People said the service was well managed. One person said, “The service is very well organised and run. The manager is fantastic; I have spoken to them a few times and they feel like a friend. All the staff I have met are really great. The office is good, and the manager is a laugh a minute! Excellent company; no complaints. I would definitely recommend them.” Other comments included, “The company is brilliant. The manager is great. I have only praise for this service and would recommend them” and “I can’t speak highly enough of this company.”