- Homecare service
Pentowan Home Care
Assessment report published 16 June 2026
Contents
Ratings
Our view of the service
Date of assessment 27 to 28 May 2026.
Pentowan Home Care is a Domiciliary Care Agency (DCA) providing personal care to people living in their own homes. Everyone who used the service received the regulated activity of personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal care and/or support with eating or drinking. Where they do, we also consider any wider social care provided.
At the time of the assessment the service supported 81 people. Visits were a minimum of 20 minutes.
The service supports people with dementia, physical disabilities and sensory impairments.
The assessment looked at all the key questions; safe, effective, caring, responsive and well-led. Following the assessment we have rated the service good overall.
There were enough staff to support people. Staff told us they felt well supported and consistently spoke highly about the service, one said, “The office and the [registered manager] genuinely care and as a staff member I feel we are well looked after.” Staff training was regularly refreshed and staff told us they received regular supervisions and spot checks.
Staff completed training in core subjects the provider identified as necessary, this included training in supporting people with a learning disability or autistic people. People were not always supported by the same staff, but no concerns were raised regarding staff competency or training. Staff were supported by their managers, and team meetings were held regularly to enable staff reflection and learning.
People were protected from abuse and risks to their safety had been identified and mitigated. Care plans accurately reflected people’s current needs and staff documented the care they provided.
The service culture was focused on encouraging people’s independence and enabling people to live full lives. Staff respected people’s choices and listened to, and acted upon, their requests
Care staff consistently demonstrated compassionate and person-centred care. They always looked for ways to improve people’s lives and were proud and motivated to work for the organisation.
The service worked effectively with other healthcare professionals, sharing information appropriately and escalating any health concerns to the relevant agency appropriately.
People's experience of this service
People, relatives and professionals shared positive feedback about the service. People benefitted from having sufficient time with staff, which supported the development of trusting relationships and personalised care. A relative told us, “For the past several years we have been very happy with the care received.” People told us visits were reliable and staff generally arrived on time. No one reported having ever experienced a missed care visit. People said if staff were running late, the office contacted them to keep them informed.
Comments included, “They always stay the length of time they are supposed to.” People described staff as friendly, kind, approachable and respectful. One person told us, “I have a team of carers that I trust and know well.” A relative said. “The office and manager keep in touch with us on a regular basis and they review [my relative’s] care.” Another said, “The care plan is followed, and they go above and beyond to keep [my relative] comfortable.”
One professional told us, “The service is well-led and provides high-quality, person-centred care in the Newquay and surrounding areas.”
We observed staff were attentive to people’s needs and treated people with respect and dignity.