- Homecare service
OneCare Southampton Head Office
Assessment report published 24 June 2026
Contents
On this page
- Overview
- Person-centred Care
- Care provision, Integration and continuity
- Providing Information
- Listening to and involving people
- Equity in access
- Equity in experiences and outcomes
- Planning for the future
Responsive
Responsive – this means we looked for evidence that the provider met people’s needs.
This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.
This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.
Person-centred Care
The provider placed people at the centre of their care and treatment and worked in partnership with them to decide how to respond to changes in their needs.
People and their relatives told us they were involved in planning care. Staff reviewed care plans regularly to ensure they remained up to date and reflected people’s current needs. The provider gave examples of how they tailored care to meet individual preferences.
Staff demonstrated a clear commitment to delivering person-centred care. Care plans were detailed and personalised. Staff knew people well and described their preferences, including how they liked to receive their personal care. One staff member told us, “The organisation promotes person-centred care, respect, dignity, safety, and teamwork. The culture is positive, supportive, inclusive, and focused on delivering high-quality care.”
Care provision, Integration and continuity
The provider understood the diverse health and care needs of people and the local community. They delivered joined-up and flexible care that supported people’s choice and continuity of care.
The provider allocated regular staff wherever possible to ensure consistency and to support staff in building positive relationships with people. Staff knew people well and understood their individual needs.
The provider communicated effectively with health and social care professionals. This enabled staff to respond promptly to changes requested in people’s care and ensured care remained well coordinated.
Providing Information
The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs.
Staff accessed and understood people’s communication needs through detailed care plans and used this information to support people to express themselves effectively. The provider ensured they provided information in formats that met people’s individual needs.
Listening to and involving people
The provider made it easy for people to share feedback, raise concerns and make complaints about their care, treatment and support. Staff involved people in decisions about their care and informed them of changes made as a result of their feedback.
The provider implemented a complaints policy and process to manage concerns effectively. Records showed the provider responded to complaints in line with their policy, and people told us they were satisfied with the outcomes.
Equity in access
The provider ensured people could access the care, support and treatment they needed when they needed it.
The provider implemented equality and diversity policies and ensured staff completed relevant training. This enabled staff to understand potential barriers people might face when accessing care and to provide appropriate support. As a result, the provider delivered care in a way that promoted equality and protected people’s rights. One staff member told us, “Everyone is treated equally regardless of their background, culture, religion, age, gender, or disability. Diversity and inclusion are actively promoted.”
Equity in experiences and outcomes
Staff and leaders actively listened to information about people who were most likely to experience inequality in outcomes or experiences and tailored care, support and treatment to meet their needs.
Staff treated people equally and without discrimination. Care plans included clear information about people’s protected characteristics and guided staff on how to ensure these did not create barriers to fair and equitable care.
The registered manager and staff told us they promoted non-discriminatory practice by following clear processes, regularly reviewing policies and creating an inclusive and supportive environment. One staff member told us, “I believe all people using the service are treated fairly and with equal respect.”
Planning for the future
The provider supported people to plan for important life changes and gave them sufficient time to make informed decisions about their future, including end of life care.
The provider delivered end of life care in line with people’s wishes where this was required. The provider ensured staff received training in end of life care and followed relevant policies and procedures to support people appropriately. The registered manager told us they worked closely with district nurses and the local hospice to ensure people received coordinated and compassionate care at the end of their lives.