- Homecare service
Mencap - Dorset Support Service
Assessment report published 13 August 2026
Contents
Ratings
Our view of the service
About the service
Mencap Dorset Support Service supports 2 different Assessment Service Groups (ASGs). The location is registered to support people with homecare and supported living. This report reflects our assessment of the supported living only. At the time of our assessment there were 3 people receiving the regulated activity of personal care.
Who the service is for
This is a specialist service for younger adults, older adults with learning disabilities. We have 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.
Key findings
We carried out this assessment on 20 July 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.
People were supported by enough safely recruited staff who had the skills and knowledge to provide effective support. Staff consistently spoke positively about the training and support available to them, with one saying, “We do a mix of in person and online training and competency checks. It’s very good and detailed.” Another staff member described their induction as “exceptional” and said, “Mencap’s training was a revelation.”
People received their medicines when they needed them and staff told us they had been supported to improve their confidence and knowledge in this area. We observed staff supporting people safely with a person-centred approach that was consistent with information in people’s support plans, which people and their relatives also confirmed.
Medicines were administered safely, with clear protocols in place to guide staff on when to administer ‘as required’ medicines. Regular medication audits were completed and identified areas where improvements could be made.
Care plans were developed with people and, where appropriate, their families, and contained relevant information about their care, support needs and interests. This helped ensure people were supported according to their individual needs by staff who were caring, compassionate and familiar to them.
People were supported by a consistent key worker who knew them well and understood their individual needs, preferences and goals. This helped to build trusting relationships and ensured people received personalised support that reflected what was important to them.
Staff understood their responsibilities to safeguard people from abuse and were knowledgeable about what concerns to report and who to report them to. Risk assessments were in place to support people safely with their health conditions, and the service manager reviewed support plans to ensure they contained relevant information to manage and mitigate risks.
Relatives told us people were supported effectively to manage health risks and maintain their wellbeing. Staff used guidance within care records to provide safe and consistent support.
The culture of the service was focused on maximising people’s independence and enabling them to live full and meaningful lives. People were offered choice and control over their daily lives, including the activities they took part in, the people they spent time with and how they received their care and support.
People were treated with dignity and respect, and staff listened to and acted upon their wishes and preferences. The management team and staff took pride in supporting people to be as independent as possible and to live life to the fullest. One staff member said, “I encourage people to keep doing things that they are able to do independently.”
The service worked within the principles of the Mental Capacity Act 2005 (MCA). Where people were deprived of their liberty, appropriate Deprivation of Liberty Safeguards (DoLS) authorisations had been applied for and were kept under review. People were not subject to unlawful or unnecessary restrictions and were supported to have choice, control and freedom in their daily lives wherever possible.
Care staff consistently demonstrated compassionate and person-centred care. One staff member explained, “They are all different personalities with different capabilities and needs and are treated as unique.” Staff actively looked for ways to improve people’s lives and help them achieve positive outcomes.
The service worked effectively with healthcare professionals and other agencies to ensure people’s needs were met. Information was shared appropriately and health concerns were escalated when required. Staff told us, “We always involve the GP when there is any health concern for the people we support.”
The provider’s vision was embedded across the staff team through regular meetings and appraisals. These focused on delivering high-quality care and treating each person as an individual, ensuring they felt valued, respected and listened to.
The registered manager was described as supportive and approachable and promoted an open culture. Staff felt comfortable raising concerns and were confident these would be addressed appropriately. One staff member told us, “I feel supported by my colleagues, and by my manager who is always available to talk about anything happening in the service.”
There was an effective management structure that provided accountability and support throughout the service. People and their families spoke highly of the leadership, and we saw evidence of learning, development and a commitment to continually improving the quality of person-centred care provided. Staff spoke positively about the culture of the service, with one saying, “The well-being and happiness of the people we support is really at the heart of what we do.” Another staff member told us, “The current team is excellent, and the management is very good.”
People's experience of this service
People and their relatives spoke positively about their experience of the service and the support they received. Everyone we spoke with told us they were treated with kindness, dignity and respect and, importantly, felt safe. One person told us, “They (staff) are very nice,” whilst another said, “Yes, I like them (staff) all.” A further person told us, “I like it here.” A relative also spoke highly of the staff team, telling us, “Staff are friendly and approachable, (person’s) key worker is fantastic.”
People described having positive and meaningful relationships with staff. Throughout the inspection, we observed warm, natural interactions between people and staff at all levels of the organisation. Staff, including members of the management team, knew people well and had developed strong relationships with them and their relatives. People were encouraged and supported to identify and work towards personal goals with their key workers. Staff demonstrated a genuine understanding of people’s individual needs and aspirations. One staff member told us, “Sometimes (a person) just needs a bit of encouragement and reassurance that their plan is going to work out okay.”
People valued the support they received to maintain and develop their independence. Staff worked alongside people in a way that promoted choice, control and involvement in everyday life, ensuring they were only provided with the support they needed. Staff described encouraging people to prepare snacks and meals, clean their rooms, complete laundry tasks and make their own choices about daily activities. One staff member explained that people were “only given as much support as they need” and “do as much as they are able to.” Staff also supported people to build confidence and learn new skills, for example using self-service checkouts in shops, cooking and baking, planning their week and maintaining important relationships. People were encouraged to participate in activities that mattered to them, including attending places of worship, going shopping, attending day services, engaging in employment opportunities and taking part in community activities such as local sporting events.
People appeared relaxed, happy and comfortable in the presence of staff. During our visit, we observed people laughing, smiling and engaging positively with staff who clearly knew them well. Interactions were caring, respectful and tailored to people’s individual communication needs. Staff used a range of approaches to support people to make informed choices, including the use of objects of reference and other communication techniques. People also told us their preferences regarding who supported them were respected, helping them to feel comfortable and confident in the care they received.
People were supported to maintain relationships with those who were important to them. Staff helped people stay in touch with family and friends through phone calls, video calls and visits. They also supported people to plan social activities and make decisions about how they spent their time, helping them maintain meaningful connections and live fulfilled lives.
People and their relatives spoke positively about their involvement in care planning and decision-making. Regular reviews, ongoing communication and an open approach from staff and managers helped people feel listened to, valued and supported. One relative described staff as “very perceptive” and said the management team and their communication were “brilliant.”