- Homecare service
Hales Group Limited - Ipswich
Assessment report published 10 December 2025
Contents
Ratings
Our view of the service
Date of Assessment: 22 October 2025 to 13 November 2025. Hales Group Limited - Ipswich is a care at home service providing support to adults of all ages living with dementia, mental health conditions, physical disabilities, sensory impairment, eating disorder and people who misuse drugs and alcohol.
The assessment was 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, two people with a learning disability were using the service. We assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.
We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. We found people received care in accordance with this guidance and care workers and staff had received appropriate training relating to people with a learning disability and autistic people.
Not everyone who used the service received the regulated activity personal care. CQC onlyassesses where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of our assessment there were 103 people using the service.
At our last inspection we rated this service requires improvement overall with breaches relating to safe care and treatment and governance. The provider sent us their action plan which identified the improvements they were making to address the shortfalls identified. At this assessment we found improvements had been made and the provider was no longer in breach of regulation.
The service was being monitored and audits undertaken. Where shortfalls had been identified there was an improvement plan in place which demonstrated they were being addressed. This included improvements in people’s care plans and risk assessments. We reviewed 10 people’s records, which varied in quality, however, we were assured this was in the process of being addressed.
Risks were being assessed and measures were in place to reduce the risks of avoidable harm and abuse. Where we had identified improvements needed in risk assessments, we were assured this was being addressed. Incidents, safeguarding concerns and complaints were analysed and lessons learned to reduce future risks. However, we were not always being notified of safeguarding concerns. People received the support they required with their medicines, and this was being monitored.
There were enough care workers who were trained to support the people using the service. There was ongoing work to ensure people received support of consistent care workers who undertook visits when they were expected and stayed for the scheduled times.
There were systems in place for people and their representatives, where appropriate, to give feedback about their care, including making complaints. Feedback was used to improve the service.
People's experience of this service
We spoke with 5 people who used the service and 10 relatives, we also received electronic feedback from 1 relative.
People and relatives told us the care workers were kind and respectful. A person said, “They do really respect me, they know me, we know each other and get along with each other.” A person’s relative told us, “[Care workers] are really pleasant, clean, never grumpy, polite. When they come in, they shout good morning, and I can hear them chatting away to my [family member]. We are happy.”
We received feedback that the service was flexible, and support had been provided when needed. For example, when a person attended a venue in the community, the care workers arrived for their visits to assist them to get ready in time.
We received mixed views relating to if care workers arrived and stayed for the duration of their scheduled visits. However, some people told us they were happy for the care workers to leave when they had supported them with their needs. We were assured by the registered manager this was being kept under review.
People and relatives told us they were consulted about their care, including in assessments undertaken prior to them using the service. People and relatives told us their comments and concerns were listened to and acted on. A person’s relative told us, “They are easy to get in contact with."