- Homecare service
Whispers Care Solutions Limited
Assessment report published 12 August 2025
Contents
Ratings
Our view of the service
Date of assessment; 25 February 2025 to 24 March 2025. This assessment was carried out in response to information we had received about the service. Whispers Care Solutions provides care and support to people living in their own home. The service provided support to meet a wide range of support needs for children and adults with physical disabilities, sensory impairments, dementia, mental health conditions, learning disabilities and autism.
The assessment of Whispers Care Solutions highlighted both strengths and areas for improvement. We found three breaches of regulations regarding consent, safe care and treatment and governance. Risk assessments and risk management plans were not always sufficiently comprehensive to support staff to understand how they were to support people to remain safe. Consent was not consistently obtained following legislation and best practice. Governance systems did not enable the provider to effectively act on all essential information regarding risk and performance.
However, the service had adequate, qualified, and skilled staff receiving effective training and supervision to undertake their roles. Some staff felt they could benefit from additional support to enhance their wellbeing and enable effective teamwork. The provider collaborated with individuals and healthcare partners when planning people’s care. Staff helped people live healthier lives, aiming to reduce future care needs. People were treated with kindness and dignity, and their privacy was respected, reflecting the dedication of the staff to provide compassionate and effective care.
We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance Care Quality Commission (CQC) follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it. We found the provider did not always meet the requirements of this guidance as people’s human rights had not always been upheld where restrictions had been placed on them, and they could not consent to those restrictions; people had not always had decisions made in line with current legislation where they lacked capacity or had fluctuating capacity.
The provider demonstrated responsiveness and was taking action to address the identified shortfalls. We have asked the provider for an action plan in response to the concerns found at this assessment.
People's experience of this service
The assessment gathered varied feedback from people using the service and their relatives. Overall, most people reported feeling safe. Many expressed confidence in staffs’ training and competence in meeting their support needs. However, some people and their families mentioned instances where support was provided by staff who appeared rushed or unfamiliar with them, making the care less effective. Others had no concerns about the length of their support calls and felt staff had enough time to support them.
The provider was responsive to feedback and carried out an audit to assess call times and durations, aiming to identify any shortfalls. Whilst some people and their relatives shared concerns about not receiving support exactly as they had hoped, others were pleased with the personalised care they had received.
People consistently described staff as kind and caring. They confirmed feeling respected and, for the most part, listened to. In general, most people and their relatives stated they would recommend the service. Comments included: “Absolutely yes,” “I would actually,” “Definitely,” “Now I would, six months ago no,” “I suppose I would, but I don’t know any other,” and “Yes, there’s no major problems.”