- Homecare service
In Caring Hands Wells
Assessment report published 14 September 2026
Contents
Ratings
Our view of the service
Date of assessment 6 July 2026 to 30 July 2026.
In Caring Hands Wells is a homecare agency providing personal care to people living in their own homes. At the time of our assessment 2 people received support with a regulated activity.
This was the first assessment for this service since registration. We spoke with all staff and all relatives of people using the service. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.
We found that medicines were not always managed safely.
Decision specific mental capacity assessments, and best interest decisions were not in place.
Preadmission assessments were carried out, and staff were able to shadow experienced staff before lone working. People had personalised care plans in place, however some information required further clarification. Some risks to people were assessed, but we found missing risk assessments.
We received positive feedback about the registered manager from staff and relatives. The registered manager was visible within the service. Staff felt able to raise concerns and felt the service offered an open-door culture. Staff felt supported in their roles. Staff communicated with their colleagues and relatives well.
Staff were knowledgeable about safeguarding and there were systems in place to raise concerns; however, we found that appropriate actions were not always taken to protect people from harm.
The service worked well with professionals who expressed positive feedback, however referrals for reviews were not always made in a timely manner.
Governance systems were ineffective in identifying and addressing shortfalls. The registered manager was responsive throughout the assessment and began implementing changes.
At this assessment we found 4 breaches of legal regulation relating to management of risks, medicines, consent to care and treatment, governance and safe recruitment. We have asked the provider for an action plan in response to the concerns found at this assessment.
People's experience of this service
People were not always able to tell us about their experiences. Therefore, we obtained feedback from their relatives which was overall positive. One relative told us they were, “Very happy with the provider.” People received person centred care that focused on promoting their independence. One relative said staff offer, "Constant engagement” and outlined meaningful activities which staff assisted person to participate in. Staff were kind and caring and worked well together to provide care to people. People were supported by a consistent team of staff that knew them well. Relatives had opportunities to provide feedback and were involved in care plan reviews. Relatives did not raise any concerns with us. Overall, there was clear appreciation for the support that staff provided.