OneCare Southampton Head Office

Updated 19 May 2026

Date of assessment: 21 May to 03 June 2026. We carried out this assessment after reviewing the information we held about the service. OneCare Southampton Head Office provides care and support to people living in their own homes. This was the first inspection since the provider registered with the Care Quality Commission (CQC) in August 2023.

The service supports older people, younger people and people with physical disabilities, sensory impairments, learning disabilities, autistic people, people living with dementia and those experiencing mental health conditions. Not everyone using the service received the regulated activity of personal care. At the time of the assessment, the provider supported 52 people. We assessed all 33 quality statements across the five key questions.

The provider supported people to have choice and control and involved them in planning their care.

Staff assessed and mitigated risks effectively, and care plans guided safe practice. The provider had governance systems in place and demonstrated a commitment to learning and continuous improvement. They were working on improving recruitment records and elements of their medicine monitoring. Staff knew people well and received appropriate training and support. The provider deployed enough staff to meet people’s needs.

The provider promoted a culture of kindness, inclusion and respect, which supported the delivery of person-centred care. Staff treated people with kindness and demonstrated a good understanding of how to meet their needs. The provider fostered a learning culture by actively seeking feedback and using this to improve the service. They implemented systems to monitor care delivery and gather feedback about people’s experiences.

The provider worked proactively in partnership with other organisations to ensure care remained coordinated and responsive to people’s needs. Professionals told us the provider worked collaboratively, which supported safe and person-centred care. The provider implemented policies and procedures to promote good-quality care and effective oversight. However, they needed to strengthen some governance systems to ensure consistent effectiveness.

We expect health and social care providers to ensure autistic people and people with a learning disability receive care that promotes respect, equality, dignity, choice and independence, and supports access to their local communities. CQC uses the ‘Right support, right care, right culture’ guidance to assess services supporting these groups, and providers must have regard to it. The provider delivered care in line with the principles of this guidance.

Updated 19 May 2026

People lived safely and comfortably in their own homes. People and their relatives spoke positively about the quality of care and treatment and told us they felt safe and happy with the support received. The provider ensured mostly regular staff supported people, which promoted continuity and helped staff understand people’s needs well. One relative told us, “There has been a very good continuity of care from [staff members name] and is amazing with [person’s name].” Other comments included, “I really can’t complain about any of the carers; they are lovely people who really care about [person’s name]”, “All the carers we have now seem very nice and are kind to us both”, and “I am very grateful to them for their kindness and care.”

The provider involved people and their relatives in planning and agreeing how care and support should be delivered. People told us staff listened to their views. One relative said, “There was a house visit and an assessment at the very beginning when we were taken through everything. It was pretty comprehensive.”

People and their relatives told us they would recommend the service. One relative said, “We haven’t had care at home before, but we both feel they are one of the good ones (care companies). I would be happy to recommend them to anyone wanting to stay out of a care home. It’s worked for [person’s name] and I think they have it just right.” Other comments included, “I think they are superb in every single aspect of their care”, “I think the firm is very well run. They are on the ball. I can’t fault them”, and “It seems like a very well-run business and the staff seem happy enough to me. It has been a positive experience.”

Relatives expressed confidence in how the provider supported people’s health needs. They gave examples of how staff proactively contacted GPs when concerns arose. People confirmed staff always sought their consent before providing care. One relative told us, “Their service is helping [person’s name] to get back to 100% fitness. I don’t think that would be the case if he was in hospital.” Other comments included, “The carers are very good at spotting potential sores or rashes and alert me”, “They [care staff] are good at spotting sore bits and apply any cream for me that I have to use. I certainly couldn’t do it myself. I’d be in a right state”, and “The carers all work well with the local GP and District Nurse who are regular visitors to the house.”