- Homecare service
Whiteheart Health Care Wiltshire
Assessment report published 29 July 2025
Contents
Ratings
Our view of the service
Date of Assessment: 9 June to 24 June 2025. The service is a care at home service providing support to adults of all ages and people living with dementia. This is the first assessment for this service since it registered with the Care Quality Commission (CQC) on 17 November 2023.
Medicines were not always managed safely. There were gaps in recording on people’s medicines administration records (MAR). MAR did not contain all the information needed for staff to know what medicines to administer and when. People’s risk management plans did not contain enough details for staff to know how to provide safe care. Staff had not received all the training they needed to support people safely and there were shortfalls in how staff had been recruited. Governance systems were not established and operating effectively to identify the shortfalls found during this assessment. Quality checks being completed were not identifying the improvement needed for all areas of this service.
People were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. People were supported with their nutrition to ensure they had enough to eat and drink to stay healthy. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff made sure people understood their care and treatment to enable them to give informed consent
Staff told us they felt well supported by the provider and they enjoyed their work. Staff had regular supervision meetings, and the provider had carried out spot checks to monitor how staff were supporting people. Complaints were recorded and investigated by the registered manager.
The provider was in breach of the legal regulation relating to good governance. 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 positive about the quality of their care and the service provided. They felt safe and were involved in planning their care and understood their rights. Comments included, “I think they [staff] are very caring to be honest. They never raise their voice or get aggravated. They’re patient and pleasant” and “The service is safe and assists me with care safely.” People said they received good care from knowledgeable staff who treated them as individuals. One person told us, “It’s important to have carers who know my needs and how my needs vary each day. I don’t have to repeat it to new carers all the time.” People and relatives described how staff treated them kindly and made sure any personal care was done sensitively, preserving their privacy and dignity. Comments included, “Carers are very polite. Definitely caring and very patient.” People felt able to complain and were confident action would be taken and improvements would be made. People knew staff and leaders and felt the service was well managed.
While people expressed general satisfaction with their care, our assessment found elements of care did not meet the expected standards.