- Homecare service
Bells Home Care Limited
Assessment report published 16 December 2025
Contents
Ratings
Our view of the service
Date of Assessment: 5 and 6 November 2025
Bells Home Care Limited provides personal care to people living in their own homes. At the time of inspection, the service supported a small number of people, with care delivered by a consistent and well-regarded team. This inspection followed a previous rating of Requires Improvement in March 2022, specifically in the Safe and Well-led domains, and made recommendations about recruitment, quality monitoring and Covid-19 testing. This inspection was undertaken to assess progress against all of these areas.
This inspection found 2 breaches of legal regulations relating to governance and display of ratings. We found that while Bells Home Care Limited continued to deliver compassionate care, there were several areas requiring improvement to ensure safety, effectiveness, and governance were consistently maintained.
The provider had not embedded a robust system of governance. Audits had taken place but failed to identify key issues, including the absence of a care plan and daily notes for one person who had been receiving care from the service for over a month. There was no overarching action plan or system to track and monitor improvements. The provider had not displayed the previous inspection rating at the registered location or on their website. This breached regulatory requirements.
Risk management was inconsistent. Although some assessments were in place, there were significant gaps in documentation. For example, there were no risk assessments for flammable creams, and body maps were not used to guide the application of topical creams and treatments. Protocols for ‘as and when required’ medicines were missing, and information about prescribed thickener was unclear. These omissions limited staff’s ability to deliver safe and effective care.
The provider had not kept up to date with best practice guidance. Staff were unaware of the national initiative which gives consistency about appropriate textures of food and drink, despite supporting a person with swallowing difficulties. Medicines care plans lacked detail, and prescribed items were not always included. While staff were introduced to new people, the absence of written guidance compromised continuity and safety.
Partnership working was limited. There was little evidence of collaboration with community organisations or external partners, and the service operated mainly in isolation. Although some improvements had been made since the last inspection, others remained unaddressed.
Despite these concerns, people and their families consistently described the care as kind, respectful, and reliable. Staff were praised for their attentiveness and familiarity. One family member said, “They (the service) are very easy to get hold of. The [registered] manager will ring me straight back if she had missed a call.” Another commented, “They (staff) are all very nice, very pleasant, they ask me what I want.”
Care was person-centred and responsive. Families described collaborative care planning, particularly following hospital discharges. Staff adapted care to reflect people’s preferences and supported independence. One person shared, “They (staff) make what I ask, at lunchtime they will prep stuff for later on, so they can cook a full meal.”
Staff were described as well-trained and proactive in monitoring health changes. People felt safe and supported, with infection prevention measures consistently applied. Personal protective equipment (PPE) was used appropriately, and environments were described as clean and tidy. One relative noted, “They (staff) are meticulous in what they do, very cleanly, [aprons] and gloves.”
Leadership was inclusive and compassionate. Staff expressed pride in their work and confidence in the registered manager, who was described as approachable and responsive. Staff felt supported and empowered to raise concerns; this contributed to a positive team culture.
Overall, Bells Home Care Limited delivered person-centred and compassionate care. However, improvements were needed in governance, documentation, and adherence to best practice to ensure care remains safe, effective, and compliant with regulatory standards.
People's experience of this service
People were consistently positive about the care they received from Bells Home Care Limited. They described staff as kind, respectful, and reliable, and felt safe and well supported in their homes. The service was praised for its responsiveness, continuity of care, and the respectful relationships staff built with people and their families.
People felt safe and secure with the care provided. They reported that staff arrived on time, wore appropriate personal protective equipment, and were competent in using equipment such as hoists. Relatives expressed confidence in staff’s ability to manage medicines and personal care safely. One relative said, “We don’t have to worry anymore.” Another relative told us, “They never miss a visit and always come on time.” Staff were described as meticulous in their hygiene practices, and people appreciated the consistency of carers, often knowing in advance who would be attending.
People felt included in decisions about their care and were supported to make choices. Care plans were described as person-centred and regularly reviewed, especially following hospital stays or changes in health. People and relatives confirmed that care plans were developed collaboratively and were accessible in their homes. One person shared, “They asked me all sorts when they did my care plan.” A relative told us, “We did a review when [Name] came out of hospital, and it’s all in hand.”
Meals and activities were tailored to individual preferences. People said staff prepared meals based on their requests and dietary needs. Staff were described as well-trained and attentive to changes in health. One relative explained, “We both rang the GP on the same day when we thought [Name] was going downhill – that’s good teamwork.”
Staffing levels were appropriate, and people felt supported by familiar carers. Staff were praised for their professionalism and kindness. People described staff as “lovely”, “very pleasant” and “very kind”. One relative commented, “They are very good with [Name], I couldn’t ask for better.” Even when communication was challenging due to hearing loss or accents, staff made efforts to ensure people felt understood and respected.
Structured feedback highlighted strong relationships between staff and people, with carers described as “exemplary” and “the best company in the area”. People felt their routines and preferences were respected, and care was adapted to meet changing needs. However, gaps in documentation posed risks to people’s safety and indicated a need for stronger governance and oversight.
Despite these concerns, people and relatives expressed high levels of satisfaction with the service. They felt confident raising issues and said the registered manager was approachable and responsive. One person said, “I speak to [registered] manager regularly. She rings up to see if everything is alright.” Another person told us, “The service is fantastic.”