- Homecare service
Joy Caring Services Limited
Assessment report published 2 November 2026
Contents
Ratings
Our view of the service
Assessment activity took place between 18 August and 5 October 2026.
Joy Caring Services Limited is a domiciliary care agency service providing nursing and personal care to people living in their own homes. We inspected this service due to the length of time since their last inspection. At the time of our inspection 68 people were supported. This was a fully comprehensive inspection covering all key questions and quality statements completed by 1 inspector and 1 expert by experience. The service was found to be in breach of regulation 17 relating to governance.
We received feedback from 17 staff and 23 people who used the service and relatives.
The provider had not ensured staff recruitment processes were robust, and oversight of staff training was not effective. People’s risk assessments and care records were not always sufficiently detailed or personalised to guide staff in supporting people with complex needs.
Staff did not complete medicine records well. We found gaps and inconsistencies in medication administration charts and there was no information about people’s wishes at the end of their life.
The provider did not have effective monitoring of visit times; reasons were not documented when visits appeared to have been missed or staff had arrived late. We found incidents were not always reported and there were some infection control issues.
The provider’s auditing processes and governance systems had not identified the issues we found during the inspection. The provider was receptive to our feedback and had already begun taking action to address concerns.
People and relatives described staff as kind, caring and respectful. People told us staff supported them to maintain their health and wellbeing, responded appropriately during emergencies and promoted dignity, privacy and independence. Staff worked positively with health and social care professionals.
Staff spoke positively about the culture of the service and described supportive leadership. The service demonstrated a commitment to learning and improvement, but stronger governance arrangements were required to ensure risks were identified, monitored and addressed consistently to support the delivery of safe, person-centred care.
People's experience of this service
People told us they were happy with the care and support they received and spoke positively about the relationships they had developed with staff. People and relatives described staff as caring, friendly and considerate.
People and relatives generally felt staff treated them with dignity and respect. Relatives told us staff closed curtains and doors when supporting people with personal care. Most people said staff asked for their consent before providing support and involved them in decisions about their care.
People told us staff were responsive when they needed support and acted appropriately when their health needs changed. Relatives described positive experiences when people needed hospital treatment, with staff helping to provide continuity and reassurance.
Feedback about staff reliability was mixed. Whilst many people were satisfied with the care they received, some people and relatives told us staff did not always arrive on time, occasionally left early, or where 2 staff were required, did not always arrive together. People also gave mixed feedback regarding staff training and the consistent use of personal protective equipment. A small number of relatives raised concerns about communication and engagement with staff.
Most people told us they knew how to raise concerns and felt able to speak with the provider if they were unhappy about any aspect of their care. Relatives were aware of the complaints process and felt their views would be listened to. People's experiences were supported by feedback from professionals who described the management team as responsive and willing to work collaboratively to meet people's needs.
Overall, people's experience of the service was positive. People told us they valued the kindness and responsiveness of staff and felt supported to maintain their health, wellbeing and independence. However, some people experienced inconsistencies in visit times, communication and staffing arrangements, which affected their overall experience of care.