- Homecare service
Oice Support Services
Assessment report published 8 July 2025
Contents
Ratings
Our view of the service
Date of assessment 6 May to 13 June 2025. CQC only inspects where people are receiving the regulated activity personal care. This is help with tasks related to personal hygiene and eating. Where they do, we consider any wider social care provided. At the time of this inspection, 103 people were receiving support with personal care.
People were protected and kept safe. Staff understood and managed risks. Where risks were identified, these were mitigated. There were enough staff with the right skills, qualifications and experience. There were systems in place to protect people from harm, including how medicines were managed. People were involved in assessments and regular reviews of their needs. Care plans and assessments took account of people’s communication, personal care and health needs. People were treated with kindness and compassion. Staff worked in partnership with other agencies to make sure people achieved the best outcomes. The provider and staff had a shared vision and culture based on listening, learning and trust. Staff felt encouraged to be open and supported to give feedback and were treated well when they did so. There were clear arrangements for accountability and staff understood their roles and responsibilities.
People's experience of this service
An expert by experience made phone calls and spoke with 16 people or family members of people using the service, to get feedback. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
People and those important to them spoke positively about the quality of care and support they received. Relatives felt confident their family members were provided with suitable and safe care. People felt safe and were well supported. They said staff were, “Lovely, they felt safe and comfortable with them,” and “They are really patient, they seem to really care about [name] and support and encourage them to use their equipment and be more mobile.”
The majority of people and relatives confirmed staffing was appropriate and calls were within a reasonable time period and they were always informed if they were running late. People and their relatives had confidence that managers responded appropriately to accidents, incidents or safeguarding matters and nearly all confirmed they were kept informed and updated with anything relating to their care.