Care Quality Services IOW

Updated 24 September 2025

Date of Assessment: 7 to 17 October 2025. The service is a care at home service providing support to adults of all ages living with physical disabilities, sensory impairment and dementia. At the time of our assessment there were 117 people receiving the regulated activity of personal care.

The assessment was prompted due to the length of time since the service was registered with CQC and concerns raised to CQC.

Although people told us they felt safe whilst receiving a care service we found that not all risks to people had been fully assessed and plans put in place to ensure staff understood how these risks should be managed. We found systems to report and take all actions necessary to keep people safe had not always been followed meaning some people had been placed at risk of harm.

Systems had not ensured that people received care at times that were suitable to meet their needs, from consistent staff who stayed the full length of their allocated call. Staff had received induction training but following this they had not received further training to ensure they could meet some people’s individual needs relating to health conditions. Staff were generally recruited safely although some pre-employment checks had not been undertaken.

Staff treated people with kindness and compassion. Care was delivered with dignity and respect, and individual preferences were upheld. People were supported to make choices about their care, and staff responded promptly to changing needs. Medicines, infection control and end of life care were well managed.

Management systems had not identified the concerns we found although a service improvement plan was in place to address other areas identified by the provider. The management team were positive about making the necessary improvements where we identified further action was required.

We found breaches of regulations relating to safeguarding, staffing and governance. We have asked the provider for an action plan in response to the concerns found at this assessment.

Updated 24 September 2025

People were generally positive about the quality of their care. Some people raised concerns about continuity of care staff, timing of scheduled visits and staff not arriving on time. People said they felt safe with their care workers although some told us about care staff having inconsistent knowledge and training in the use of some equipment. A person told us, “I’m feeling safe from the carers that come. I get different carers that is not ideal. I get 20 different carers in a week ,and I would like at least to have half this number. But I’m happy with the quality of the care for my personal needs.”

People described how staff treated them kindly and made sure any personal care was done sensitively, preserving their privacy and dignity. Independence and choice were promoted. People and family members described positive interactions with care staff, and instances of care staff going beyond basic duties to provide supportive care. Some people identified language barriers with care staff which affected communication causing occasional misunderstandings, but other people felt they could make themselves understood.

Most people and family members confirmed they had been involved in planning their care and making decisions as to how care should be provided. We received mixed views where care staff were required to support people with meal preparation. Some people were happy with the meals provided whereas others felt care staff required further training in basic cooking.

People knew who the office team were and felt able to complain or raise any issues. Although they identified some concerns most people would recommend the agency and were overall happy with their care.