Vestra Homecare Hartlepool

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the service involved people andtreated them with compassion, kindness, dignity and respect. This was the first inspection for this service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.  

This service scored 85 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff were exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. People and relatives described staff as “fabulous,” “lovely,” and “very respectful.” Staff built trusting relationships and took time to chat, even after tasks were completed. One person said, “They are so kind… they make me feel very relaxed in their company.” Staff supported people with personal care in ways that preserved privacy, such as wrapping towels around them and allowing space. The provider’s culture of compassion was evident in how staff responded to emotional needs, including supporting people through bereavement and helping them attend meaningful events like family weddings. Staff described their roles as rewarding and felt proud to make a difference in people’s lives.

Staff treated people as individuals and were exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People told us that staff understood their routines and respected their choices. One person said, “The carers know me well and do things in the way that I wish them to be done.” Staff adapted care packages to reflect changing needs, and relatives confirmed that suggestions were acted upon. Staff described how they built relationships with people and their families, enabling them to provide personalised support. The provider’s approach to care planning and continuity of staff helped ensure that people received consistent and individualised care. Staff were praised for going above and beyond, including helping people with hoarding, alcoholism, and mental health challenges in ways that respected their autonomy and supported recovery.

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were encouraged to do tasks for themselves where possible, with staff offering assistance only when needed. One person said, “They always are happy to help but also let her do the things she wants to like washing up the dishes.” Staff respected people’s autonomy, and relatives noted that the service had a positive impact on their loved ones’ independence. Examples included people regaining confidence to access the community, manage their own medication, or reduce reliance on support. Staff were trained to work in a reablement way and described how they supported people to achieve personal goals.

Staff listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff were described as proactive and solution-focused, with professionals noting strong partnership working and responsiveness. One professional said, “They work really well in partnership with us and always have the interests of the person at the centre of any decision.” People and relatives reported that staff were generally punctual and stayed for the full duration of calls. When issues arose, such as missed medication or safeguarding concerns, the provider acted quickly to resolve them. Staff described going above and beyond to support people during emergencies, including staying with individuals in distress and arranging additional visits to ensure safety and comfort.

The provider cared about and promoted the wellbeing of their staff and supported staff to always deliver person-centred care. Many staff described feeling valued and supported, with access to regular training, supervision, and emotional support. Staff praised the classroom-based induction and ongoing learning opportunities. One staff member said, “Vestra Homecare Hartlepool is the most compassionate and supportive company I have worked for.” However, some staff reported challenges with travel time, rota changes, and communication from office teams. While concerns were generally addressed, feedback indicated that improvements were needed to ensure consistency in support and responsiveness. Staff felt proud of their work and committed to delivering person-centred care, but some described feeling overwhelmed during busy periods. The provider had systems in place to monitor staff wellbeing and acted on feedback, they always aimed to ensure all staff feel heard and supported.