The Care Quality Commission
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Princess Homecare

Overall: Requires improvement read more about inspection ratings

Princess Place, Trow Lane, Lyneham, Chippenham, Wiltshire, SN15 4DL 07483 300999

Provided and run by:
Exhilaro Ltd

Important: The provider of this service changed. See old profile
Important:

We served a warning notice on Exhilaro Ltd on 14 October 2025 for failing to meet the regulations related to good governance, safeguarding service users from abuse and improper treatment and consent to care and treatment at Princess Homecare.

All Inspections

During an assessment under our new approach

16 July to 07 August 2025. The service is a domiciliary care agency (DCA) providing support to people in their own homes. At the time of the assessment there were 2 people using the service. We undertook this assessment to check improvements had been made to the service following our last inspection.

The provider was previously in breach of legal regulations related to safeguarding, safe care and treatment, good governance and consent to care and treatment. Some improvements were found during this assessment, but the provider remained in breach of the regulations related to safeguarding, governance and consent to care and treatment.

At this inspection, a new financial transaction system had been implemented to demonstrate any shopping the provider did for a person. However, the required processes had not always been followed, and not all expenditure had been accounted for. This did not ensure the system was effective in minimising the risk of financial abuse.

The provider did not have a policy for recruiting volunteers and safe recruitment practice was not being followed. This did not ensure the most recent member of the team was safe to be at the service.

The provider could not accurately describe the main principles of safeguarding and did not demonstrate an objective approach to the management of complaints. The provider had not completed safeguarding training for managers as agreed at the last inspection. This did not ensure any safeguarding or poor practice were appropriately identified or addressed. Records did not demonstrate consent to care and treatment was always sought in line with legislation or their own policy. This did not ensure decisions were made in the person’s best interests.

An action plan following the last inspection had been developed. However, the provider could not discuss the actions taken so far or what else was needed to develop the service further. This demonstrated the provider was not proactive and did not have the knowledge to implement the changes required.

The provider told us people were happy with the service they received. However, there was not a formal system to gain people’s views. This did not ensure people’s feedback was used to direct the development of the service.

Staff told us the culture of the service had improved, and the provider was now more open and empowering. There continued to be a very small staff team which enabled consistency of care and staff to know people well.

The provider told us there were enough staff to support existing care packages. Staff training had been reinstated, and a range of subjects had been completed. The provider continued to speak to staff daily, and a more formal supervision system was followed. However, this included staff supervising the providers, which did not ensure objective feedback.

Risks people faced had been identified and records showed the action required to minimize harm. Additional detail had been added to care planning and people’s needs and wishes were stated. Improvements had been made to ensure the safe management of people’s medicines. This included clearer instructions for the administration of medicines and topical creams.

During an assessment under our new approach

The service is not performing well and not meeting our expectations. Princess Homecare is a domiciliary care agency providing the regulated activity personal care. At the time of our assessment, 3 people were receiving personal care. We undertook an announced on-site assessment on the 16 April 2024. 1 inspector and 1 assessor completed this assessment. We found five breaches of the legal regulations in relation to safeguarding, risk management, the safe administration of medicines, consent to care and treatment and governance. Risks people faced were not always identified or assessed, and sufficient action had not been taken to enhance safety. Systems were not in place to minimise the risk of financial abuse and medicines were not always safely managed.There were enough staff to support existing care packages. However, staff training was inconsistent and there was a lack of formal staff supervision and monitoring. Leaders regularly provided people’s support, but not all was based on current evidence-based good practice. Leaders undertook some practices without gaining consent or following appropriate processes. However, people felt safe and were supported by a small team of consistent staff, who knew them well. Each person had a care plan, but healthcare conditions including the impact and support needed, were not recorded. People were very complimentary about the staff team. They said staff knew their preferences and how they liked their care to be delivered. People were encouraged to live healthier lives although there was variable feedback about choice. Systems did not ensure effective management oversight of the service. Regular auditing had not taken place, and shortfalls found during this assessment had not been identified. Leaders had been working through an action plan set by the Local Authority. Leaders told us all work requested, had been completed. We have asked the provider for an action plan in response to the concerns found at this assessment.

6 April 2022

During an inspection looking at part of the service

About the service

Princess Homecare is a small domiciliary care service providing personal care to people in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our inspection there were five people using the service.

People’s experience of using this service and what we found

Risks to people’s safety had been assessed and plans were in place to mitigate risks identified. These plans were kept under review. Systems were in place to make sure people had their medicines as prescribed and any help needed was recorded in their care plans.

Staff understood their responsibilities to safeguard people and knew how to report any concerns. People and their relatives told us they felt safe using this service. There were enough staff available to make sure there were no missed visits. Staff had been recruited safely and received ongoing support from the management team.

Staff tested for COVID-19 when they were working and had plenty of personal protective equipment. Staff had been given guidance on good infection prevention and control safety measures throughout COVID-19. The registered manager kept up to date with changing guidance and cascaded changes to the staff team weekly.

Quality monitoring systems were in place which supported the provider to check quality and safety across the service. People and relatives were able to feedback on care provided in care reviews and with surveys.

Staff worked in partnership with a range of healthcare professionals to make sure people’s health needs were met. The service also had good links with the local authority teams and knew where to go for advice and guidance.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good (published 4 January 2018).

Why we inspected

This inspection was carried out as part of our inspection schedule.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

22 November 2017

During a routine inspection

Princess Homecare is a domiciliary care agency. It provides personal care to older adults living in their own houses in the community. Not everyone using Princess Homecare receives regulated activity; CQC only inspects the service being 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. At the time of this inspection, Princess Homecare was supporting three people.

We carried out this inspection on 22 November 2017. The provider was given short notice because the location provides a domiciliary care service and we needed to be sure someone would be available to assist with the inspection. This was the agency’s first inspection, since its registration in March 2017. This was because changes had been made to the organisation and a new company was developed.

There was a registered manager in post. They were registered with CQC in March 2017. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. The registered manager was available throughout the inspection.

People felt safe and were very happy with the care they received. They liked the caring nature of staff and said the service was reliable, with no concerns about late or missed calls. People were supported by the same staff who knew them well. This ensured consistency and enabled staff to identify any small changes in the person’s health or overall well-being.

People were supported with meal preparation if required and encouraged to lead healthy lifestyles. They were involved in developing and reviewing their care plan, making decisions and consenting to their care. Their rights to areas such as privacy and dignity were promoted. People were aware of how to make a complaint and felt any concern would be properly investigated.

Whilst people’s medicines were safely managed, there was not clear guidance for staff in relation to those medicines to be taken “as required”. Other risks which impacted on people’s safety had been identified and addressed.

People had detailed care plans in place. All had been rewritten using a new format to ensure sufficient detail was available. Other documentation such as management plans had been developed. People’s care was regularly reviewed and improvements had been made to the information documented within daily records.

There were enough staff to support people effectively. More staff would be recruited as the agency expanded. New care packages were to be accepted on a planned basis in order to build the service slowly and safely.

Improvements had been made to the culture of the service and other systems such as auditing, staff training and support. The registered manager was passionate about learning and development and saw the service as constantly evolving. Other processes such as recruitment were well managed.