- Homecare service
Carers Direct Homecare Ltd
Assessment report published 23 June 2025
Contents
Ratings
Our view of the service
Date of assessment 12 to 16 May 2025.
Carers Direct Homecare Ltd is a domiciliary care service providing personal care to people who live in their own homes, including older people and younger adults, some of whom live with dementia, or physical disabilities. Not everyone who used the service received personal care. CQC only inspects where people receive personal care which 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 the inspection there were 170 people receiving personal care. The service can also support people with Learning disabilities or autistic spectrum disorder. We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.
The service was able to demonstrate they were meeting the principles of Right support, right care, right culture.
Staff treated people with respect and kindness, upholding their privacy and dignity. Care and support maximised people’s choice, control and independence. Staff worked in partnership with people, families and professionals to plan and deliver care tailored to people's individual needs and preferences. Staff understood that people communicated in individual ways.
Staff had a range of training relevant to their roles, including training to support people with a learning disability and/or autistic people.
The registered manager and staff knew people well, and respected and treated people as individuals. Staff placed great importance on advocating for people and promoting positive outcomes. Staff told us they felt valued and listened to. A staff member said, “It’s a very nice company to work for, they treat me like family, I feel valued. I am proud to work for them.”
The provider was passionate about ensuring people received a high standard of care. The registered manager told us, “We are committed to delivering care that respects people's choices, promotes independence, and reflects a culture of dignity and inclusion.”
However, further embedding of some governance processes and to ensure people’s capacity assessments and decisions taken in their best interests was required. The registered manager was responsive to this feedback and immediate action was taken.
The provider was previously in breach of the legal regulation in relation to safe care and treatment, and good governance. Improvements were found at this assessment and the provider was no longer in breach of these regulations.
People's experience of this service
People told us they felt safe using the service and staff were respectful and showed people kindness, compassion and dignity. Relatives said, “My relative has been having carers from this company for over a year now. The carers feel like family members now.” And “I believe that my relative feels safe with the carers as they have the same carers who know my relative’s needs and my relative is very comfortable with them.”
People were positive about the service and the way it was managed and organised. People told us staff arrived as planned and stayed for the agreed length of time.
People told us staff consistently wore personal protective equipment and supported people to maintain good personal hygiene.
People told us they were promptly supported by staff to obtain help from other health and social care professionals when they wanted this.
People and their relatives told us they were involved during the care planning process and in making decisions regarding the care and support provided.
People told us they were happy with the service provided and people consistently reported they were provided with a high level of care. People told us staff knew them well and were consistently positive about staff taking the time to talk to them. People told us, “I have a great relationship with my carer, they treat me with respect and kindness, and it is comforting that I feel such a bond with them.” And, “Our relative has been having these carers for a couple of months now, they come 4 times a day. They have never missed a visit, and we are all very happy with the care they are giving our relative.”