- Homecare service
GoodOaks Homecare - Isle of Wight
Report from 4 February 2026 assessment
Contents
Ratings
Our view of the service
Date of assessment:10 February 2026 to 20 February 2026. This was the first inspection of the service. GoodOaks Homecare – Isle of Wight provides visiting domiciliary support and live‑in care to older people, including those with complex needs.
People and families consistently reported positive experiences of care. They said they felt safe with staff, describing care staff as “kind,” “gentle,” “brilliant,” and respectful of their dignity. They told us care staff built trusting relationships, arrived on time and stayed for the full visit duration, and supported them in ways that reflected what mattered to the person. Family members described improvements in people’s comfort and wellbeing, including reduced anxiety due to continuity of care staff and consistent emotional support. Staff also provided highly personalised assistance during difficult life events.
The provider demonstrated a good culture of learning and improvement. Audits of medicines, care plans, staff files and infection control were routinely completed and informed changes to practice. Staff and managers used incidents and concerns constructively, and there was a clear duty of candour process. People and families said managers responded quickly to changes, communicated clearly and reviewed care plans when needs changed. External professionals described communication as effective and reported good joint working across complex packages of care.
Staff told us they received training, induction and ongoing support from managers, and many said they felt valued, listened to and part of a close‑knit team. Several staff described management as “amazing,” “supportive,” and committed to developing their confidence. Recruitment processes were generally robust, although improvements were needed in some previous employment conduct checks and the documented evidence of supervisions. A small number of staff said rota changes were not always communicated well or did not always take full account of individual needs. Although there was no evidence of impact on people the registered manager agreed to review this.
Governance systems were well established, supported by a compliance officer and franchise‑wide oversight. Record keeping, staff file checks, risk assessments and monitoring processes were in place and used consistently. People and families said they could contact the registered manager easily and described them as approachable, responsive and proactive, responding promptly to queries or concerns.
Overall, people experienced caring, personalised and reliable support. The service demonstrated strong values, good communication, and a commitment to continuous improvement.
People's experience of this service
People and family members were consistently positive about the care they received. They told us they felt safe with staff in their homes and that care staff were kind, gentle and respectful. Several relatives said staff made a “big difference,” describing improvements in people’s wellbeing, reduced anxiety and strong trusting relationships. Families valued the continuity of care staff, explaining that regular staff-built familiarity and rapport.
People and relatives reported that staff supported them in person‑centred ways, adapting communication, routines and approaches to reflect what mattered to the individual. They said care staff provided companionship, prepared meals to preferences and encouraged hydration and independence sensitively. Where changes were required to people’s planned times or duration of visit at short notice these were accommodated. Staff supported people to attend significant family events and provided emotional support at difficult times.
Relatives consistently praised the provider’s responsiveness, describing the registered manager as approachable, proactive and prompt to respond. They said changes in need were communicated promptly, and the provider’s electronic care app allowed them to see visit times and updates in real time. People felt listened to and involved in decisions, and family members using the provider’s electronic care app could check records, medication updates and daily notes which provided reassurance especially if they lived a long distance away.
External professionals also provided positive feedback, describing good communication, effective joint working and safe support for people with complex needs.
No one raised concerns about discrimination or unfair treatment. People said care staff were respectful, treated them with dignity and adapted their approach when someone was distressed, anxious or grieving. Families told us they would highly recommend the service.