Our current view of the service
Updated
6 March 2026
Date of Assessment: 11 March 2026
This service is a home care agency providing personal care and support to adults living in their own homes, including older people, people living with dementia, physical disabilities, and other health-related support needs. At the time of our assessment, the service was supporting 16 people with regulated activities. People using the service and their relatives consistently spoke positively about the care and support they received. People told us they felt safe, respected, and supported by staff who understood their individual needs, preferences, and routines.
We assessed the service against Right Support, Right Care, Right Culture guidance to assess whether people were supported in a way that promoted dignity, choice, independence, inclusion, and respect. We found the service was working in line with these principles and people received person-centred care that reflected their wishes and protected their human rights.
Feedback from relatives, staff, and health and social care professionals was consistently positive. Relatives described staff as caring, compassionate, professional, and responsive. One relative told us they had no concerns about the care provided and felt confident contacting the office or management team if support was needed. Professionals told us the provider was responsive, thorough, and worked collaboratively to achieve positive outcomes for people.
People’s medicines were managed safely, and records showed medicines were administered as prescribed. Risk assessments were in place to support people safely in their own homes. Where improvements were identified during the assessment, the provider responded promptly and took immediate action, demonstrating an open and proactive approach to improvement.
Staff understood their responsibilities in keeping people safe and delivering person-centred care. Staff completed regular training, including safeguarding, medicines management, equality and diversity, human rights, and end-of-life care. Staff told us they felt well supported by the management team through supervision, team meetings, and an open and supportive culture.
The provider had effective quality assurance and governance systems in place, including audits, spot checks, care plan reviews, and monitoring of incidents, accidents, safeguarding concerns, and medicines management. Learning from audits, incidents, and feedback was used to drive improvement across the service.
The registered manager and leadership team were experienced, approachable, and promoted a positive culture based on openness, accountability, inclusion, and continuous improvement. Staff, people, and relatives all spoke positively about the leadership of the service.
People's experience of the service
Updated
6 March 2026
People told us they felt safe receiving support from staff and consistently spoke positively about the care they received. People described staff as kind, respectful and knowledgeable. One person told us, “My carers are brilliant and I am so happy with the support I get from them.” Another person said, “Staff are well trained and use the equipment safely.” People also told us staff supported them safely with their medicines and involved them in decisions about their care. One person said, “They support me to take my medication every morning and evening.”
Relatives also spoke positively about the service and told us their family members were safe, respected and well cared for. One family member told us, “The carers are brilliant and my wife is safe with them.” Another relative said, “The staff were very professional and always maintained her dignity.” Relatives told us staff involved them in care planning, sought their views and kept them updated if concerns or changes arose. One relative told us, “They always kept in touch when there were issues, and we were involved.”
We received positive feedback from a professional who had experience of working closely with the service. They told us, “The quality of care provided has been consistently positive. Care plans are bespoke and co-produced with families, and the provider takes time to listen to relatives and incorporate their views into care delivery.” They also said, “The service is flexible in responding to people’s needs and very responsive when issues arise. Communication is consistent, and staff appear well trained and capable.”
A professional also described effective partnership working with the service and told us, “I have observed staff working with complex support, where they demonstrated a high level of patience and commitment, going above and beyond to meet expectations.”
People and relatives consistently told us staff treated them with dignity and respect, sought permission before providing care and promoted people’s independence. People knew who to contact if they had concerns and felt confident concerns would be acted upon. Feedback about the management team was also positive, with people describing office staff as approachable, polite and helpful. People and relatives told us they were regularly asked for feedback through reviews, surveys and ongoing contact with the office team. Feedback about the service was consistently positive. One person told us, “It’s a great service, the staff are helpful and really help me maintain a good life.” Another relative said, “Very good staff, respectful, I would not switch providers.”
Overall, feedback showed people experienced safe, personalised care from staff who knew them well, worked together with families and professionals, and supported people in a way that promoted dignity, independence and positive outcomes.