GoodOaks Homecare - Isle of Wight

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first inspection for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and involved them in responding to changes in their needs. Family members consistently said care was tailored, with people supported in ways that reflected their routines, preferences and personalities. For example, they told us, staff adapted support to mood, encouraged independence, and asked whether anything else was needed before leaving visits. People and families said communication was strong and changes were acted on promptly

Staff described using electronic systems to access up‑to‑date information, helping them respond quickly when people’s needs changed.

The provider understood the health and care needs of people and their local community, ensuring care was joined‑up, flexible and consistent. Families reported high continuity of care staff, with regular staff improving familiarity, trust and communication. People and families said staff arrived reliably and stayed for the full visit length.

Staff confirmed they had consistent information through the provider’s care planning app, enabling smooth handovers and coordinated support. External professionals also reported good communication and effective joint working for complex packages.

The provider supplied appropriate, accurate and up‑to‑date information in formats tailored to individual needs. Family members described receiving timely updates through the provider’s electronic care app, allowing them to monitor visit times, care records and any changes. Staff told us they used clear language and adapted information where needed, including explaining changes sensitively to people who found unexpected adjustments difficult. The provider also used their digital communication tools to update staff about changes.

The provider made it easy for people and families to share feedback or raise concerns and acted on what they heard. Families said they felt confident approaching the registered manager, describing them as “quick to respond,” “very helpful,” and someone who replied “straight away” to queries or concerns. People and families also described involvement through reviews, care planning discussions and day‑to‑day contact.

Staff confirmed they could speak to managers including the registered manager at any time and felt listened to when raising issues.

The provider made sure people could access the care, support and treatment they needed when they needed it. Families reported that care staff maintained visit times consistently and adjusted only when unavoidable, such as during severe weather, with clear communication provided. Staff described working with external agencies to access equipment, specialist advice and training when required, including hospice support for complex conditions. An effective on call system provided out of office hours support for staff or people and family members.

Staff and leaders listened to people who may be at risk of unequal experiences and tailored care in response. Family members described the service as respectful and fair, with no concerns about discrimination. Staff had completed equality and diversity training. Staff provided personalised support, such as adapting communication for anxiety, neurodiversity or grief, ensuring people felt included and understood.

People were supported to plan for important life changes and make informed decisions about their future, including at the end of life. Care plans included details such as advance preferences and Do Not Attempt Resuscitation [DNAR] information where applicable. Staff also worked with external professionals, including hospice teams and district nurses, to ensure coordinated end‑of‑life care.