- Homecare service
GoodOaks Homecare - Sussex South
Assessment report published 28 April 2026
Contents
Ratings
Our view of the service
Dates of assessment 27 February to 30 March 2026. GoodOaks Homecare - Sussex South is a care at home service providing support to adults of all ages living in their own homes. This service was inspected as it was newly registered and required rating. At the time of this assessment, 21 people were receiving a regulated activity.This assessment was carried out remotely; instead of visiting the office location we used technology such as electronic file sharing and video or phone calls to engage with people, relatives and staff.
The provider did not always have effective oversight or good governance. At the start of this assessment, the provider was open and honest about identifying some safety issues in the service. Their service improvement plan had initially focused on stabilising the service to ensure consistent staffing levels and that people received safe care. Feedback from people, relatives and staff demonstrated these actions had worked. The provider told us they were now focusing on quality issues. For example, the provider could not evidence how feedback from people, relatives and staff had been consistently utilised to make improvements. Care plans had not always been regularly reviewed. The provider had identified gaps in staff training, supervision, support and development. They had an action plan in place to address areas of concern. However, it will take time for improvements to fully embed in practice.
Despite these shortfalls, people had not been at risk of avoidable harm because leaders and staff knew them well. There was a culture of continuous improvement and of learning lessons from incidents to help reduce re-occurrences. Staff made sure people understood their care and treatment to enable them to give informed consent. The service provided safe, kind and compassionate care. Staff protected people’s privacy and dignity and supported their preferences. People received fair and equal care and support. Staff worked collaboratively with health and social care professionals to ensure continuity of care and positive outcomes.
The service is required to have a registered manager. At the time of our assessment, there was no registered manager in place. However, the provider was overseeing the service. They were supporting a new manager who was in the process of registering with CQC.
People's experience of this service
People told us they felt safe and were fully involved in planning their care. They said, “[Leaders] have phoned me to see if I am happy with the service I get” and “The manager has asked me if I am happy with my care when she visits.” People and relatives spoke positively about staff being kind, helpful and listened to. Comments included, “They treat me very well. I have no complaints” and “They are wonderful with [person]. They are really polite and respect her wishes.” People had access to the care, support and treatment they needed when they needed it. They told us they had choice and control over their lives. A relative said, “The service has responded to all requests regarding her care.” People and relatives all felt comfortable in raising any concerns they had. They were confident these would be dealt with appropriately. Comments included, “[Leader] really listens to me and has provided care that meets his individual needs perfectly.”