Home Instead Wembley

Updated 18 August 2025

Home Instead Wembley is a domiciliary care service. It provides support and personal care to people living in their own homes, some of whom live with dementia. At the time of our assessment there were 44 people receiving personal care.

The Care Quality Commission (CQC) only inspect the service received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided.

We conducted this assessment due to the length of time since our last assessment.

Assessment activity started on 21 August 2025 and ended on 5 September 2025.

The registered manager was in post at the time of this assessment. A registered manager is a person who has registered with the CQC to manage the service. This means that they and the provider are legally responsible for how the service operates.

We assessed all the quality statements from the safe, effective, caring, responsive and well-led key questions. At this assessment, the overall rating for the service is good.

We received consistently positive feedback from people and relatives about the quality of care and the overall service provided by staff. Staff were knowledgeable about people’s needs and were positive about the support they received from management.

The registered manager and leaders promoted a positive culture at the service, characterised by an open approach which promoted learning and ongoing improvement in all aspects of the running of the service.

Safeguarding procedures were in place to help protect people from abuse and poor care. Staff told us they felt confident to speak up and felt they would be supported to do so. The provider encouraged an inclusive working environment where staff were treated fairly and valued.

Staff had received appropriate training and ongoing support in their role. The provider had ensured staff had received training around people’s specific medical conditions.

There were effective governance processes in place, which helped management and staff have a pro-active and effective oversight of the care delivered. The provider had effective policies and procedures in place to help keep people safe, reduce risks and ensure people were able to take an active role in planning and reviewing their care.

Staff worked collaboratively with external professionals to assess, monitor and meet people’s healthcare needs.

Updated 18 August 2025

During this assessment, we spoke with 2 people who received care and support and 11 relatives. People and relatives told us care staff were caring and supportive. A person said, “The carers are very attentive. They are very kind and chatty, making me feel really relaxed in their care.” A relative told us, “My [family member’s] carers are very kind, compassionate and treat [them] with the utmost respect, observing their privacy and dignity.”

People told us they felt safe in the presence of care staff. People and relatives said they were confident that care staff had the skills and knowledge to care for people. A person said, “I have found the staff and those in the office really approachable and on the ball. They always answer questions effectively and respond immediately.” A relative said, “Carers are well trained and very effective in the work they do.”

People and relatives told us they felt able to raise issues with management and were confident that if they did, appropriate action would be taken, and improvements would be made swiftly. A relative said, “The company is excellent. If I have any queries they are escalated quickly and resolved to my satisfaction.”

We also spoke with 10 members of staff which included the director, registered manager and care staff. Staff told us they were well supported by management. Staff told us there was a positive morale amongst the team and the team worked well together to support people effectively.

We obtained feedback from 1 external professional as part of this assessment. Feedback obtained was positive. The care professional told us, “Their approach to care is exemplary—genuinely person-centred and holistic in practice, rather than simply a stated philosophy.”