Neways at Home Weymouth

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 assessment for this newly registered 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 they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Staff had a very good understanding of person-centred care. A staff member told us, “I ensure the care I provide is person‑centred by taking time to understand each individual’s needs, preferences, and routines, and by involving them as much as possible in decisions about their care. I also adapt my approach to suit their communication style and personal choices, making sure the support I give is respectful, tailored, and focused on what matters most to them according to their care plan.”

Care plans were devised and reviewed with people and their relatives and any changes made were immediately communicated to staff involved in their care to ensure continuity and maintain a person-centred approach.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider worked hard to ensure people’s care was person-centred and joined up. They communicated with GPs and community nurses to ensure people received healthcare support as needed and to ensure medicines were available as required. In one person’s case, there had been ongoing problems with the supply of their medication, often leaving them without prescribed medicines for several days. The provider had worked to address this with both the GP and pharmacy.

The provider also had a good awareness of the needs of the various communities they served. Their service provided unregulated activities under their home help service which included tasks such as shopping and providing company for people. This service had helped them identify shortfalls in the community such as a lack of daytime opportunity for people which they were working to address. We will cover this further in the well-led section of this report.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider aimed to supply information in a person-centred way. For example, care records and invoices were readily available in large print. They retained a number of small whiteboards for people who, as a result of hearing loss, needed additional visual support. These were issued to people as needed.
At assessment, people’s hearing, sight, and other communication needs were considered so that appropriate, tailored support could be provided, in line with the Accessible Information Standard.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider issued an annual survey to people to obtain their views of service quality. The 2025 survey results were very positive, and in response to questions around making complaints and communication with office staff, replies were 100% positive. All believed they would be listened to and that complaints would be addressed and acted upon.

Feedback received from people and relatives was also positive, they would not hesitate to contact office staff for support and when they had, their experiences had all been positive.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were supported to meet their identified needs. When support included accessing care outside of their home such as attendance of hospital appointments, the provider would enable them to achieve this. The provider had also supported relatives in taking breaks from caring by supplying live in care staff to cover holidays. This meant existing family care arrangements were more sustainable.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider was committed to ensuring people received care and did not experience discrimination and had equal opportunities in accessing services. Regular reviews ensured an appropriate service was delivered should needs change.

In addition to protected characteristics under the Equality Act 2010, the provider ensured other factors such as financial limitations and loneliness did not prevent people accessing opportunities. For example, they ran a regular free bingo session and supported people to attend and provided staff to ensure their well-being throughout.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People were supported to plan for the future, whether end of life or possible changes such as moving to a residential care setting. The registered manager told us they were prepared to have difficult conversations such as discussing end of life care and said they did so, “With sensitivity, empathy and understanding. Ensuring these conversations are broached at a time of day which is best for the service user, taking into account whether they would prefer to have the conversation in private or with the support of a family member/ representative present.”

They went on to tell us “Within our service, any of our service users who are receiving palliative/ end of life care are monitored each visit for changes by our care team and are overseen by our End of Life Champion for the service. Care plans will be updated as and when the service users’ needs change, including any instruction and input from relevant services involved such as GP, district nursing team (DN), tissue viability nurse (TVN) and specialist teams such as a local hospice service."