Haslemere Homecare Ltd

Updated 24 August 2026

About the service:

Haslemere Homecare Ltd is a domiciliary care agency. We carried out this assessment on 5 September 2026 to 14 September 2026. There were 96 people using the service at the time of the assessment.

Who the service is for :

The service is registered to support older people, those with physical disabilities, those living with dementia and people with sensory impairments.

Key findings:

This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.

The provider demonstrated a good understanding of the Mental Capacity Act 2005 (MCA) and the importance of protecting people’s rights, choice and control. Where people were unable to make specific decisions about their care, staff followed the principles of MCA, including supporting people to make decisions wherever possible, considering their best interests and using the least restrictive option. The registered manager told us, “I've got this little handout I give them staff which includes, a two-stage process of assessing capacity.”

The service had a positive learning culture, and staff were encouraged to raise concerns and report incidents. Safeguarding arrangements were in place, with staff demonstrating an understanding of their responsibilities to protect people from abuse and avoidable harm. One member of staff told us, “I would raise any safeguarding or abuse concern through the appropriate channels. If the concern involved management or I did not feel it had been appropriately addressed, I know there are alternative escalation contacts available within the staff guidance booklet.”

Staff ensured people were involved in decisions about their care and supported them to identify and manage risks in a way that promoted their safety while maintaining their independence and quality of life. One member of staff told us, “People are treated with care, and staff make sure their needs are met rather than simply completing tasks and leaving. We have time to speak with people, listen to them and find out what they want.”

Staffing levels were sufficient to meet people's needs, and staff received appropriate training, supervision and support to carry out their roles safely and effectively. Feedback from staff included, “I have never felt under pressure during calls because there were not enough staff. I do not feel that the service is short-staffed” and “The training is very in-depth and adequate. We receive both online and face-to-face training.”

Leaders undertook environmental checks in people’s homes to identify and manage potential risks, helping to ensure people and staff remained safe when care and support was delivered.
The provider managed people’s medicines safely and effectively, with appropriate systems in place for administration, recording, monitoring and auditing, and staff were suitably trained and competent to support people with their medicines. One member of staff told us, “When administering medicines, I witness the person taking their medication and record the administration on the medicine chart.”
Leaders assessed people before care and support was provided and care plans contained information about their individual needs, preferences and risks. Staff followed evidence-based guidance and worked with relevant health and social care professionals to ensure people's needs were appropriately met. One member of staff said, “I have sufficient information about people’s individual needs and how they should be supported as stated in the care plan.”

Staff ensured people's health and wellbeing were monitored, and there was evidence that changes in people's needs were identified and responded to. One member of staff told us, “We receive updates on our work phones when there are important changes. For example, if a person’s chair has broken and they need to remain in bed, the office or on-call staff will send an update to our work phones so that staff know what has happened and what support is required.”

Staff knew people well and understood their individual needs, preferences and routines. Staff provided support in a respectful and person-centred way and promoted people's dignity, privacy and independence. One member of staff said, “I encourage people to do as much as they can for themselves while providing support where needed. I give people choices and respect the decisions they make.”
Care plans provided staff with information about people's preferences, communication needs and desired outcomes. Leaders sought to respond to people's changing needs and worked with other professionals where additional support was required. A staff member told us, “At the start of a shift, I log into the system and read the person’s notes before providing care. Any changes or new information are recorded there, so I can make sure I am aware of them before supporting the person.”

Leaders had a clear shared direction and positive culture. Staff understood their roles and responsibilities and spoke positively about the management team and the care provided. Comments from staff included, “There is always someone available for me to speak to if I have any worries or concerns. I also have a monthly wellbeing check completed by someone from the office who supports staff wellbeing and mental health. It is a really supportive team, and I am very happy working there” and “I feel supported at work. I enjoy the role and feel that I am making a positive contribution by caring for people. I know I can approach the manager or on-call team if I need advice or support.”

Governance systems were in place to monitor the quality and safety of the service, including audits, checks, incident monitoring and feedback. Leaders used information from their systems to identify areas for improvement and there was evidence of learning from incidents, concerns and feedback. One member of staff told us, “I have had an incident , as it happened outside normal working hours, I reported it to the on-call service at the time and completed an incident form. My line manager subsequently followed this up with me.”
 

Updated 24 August 2026

People told us they felt safe when receiving care and support. People told us, “They are very good. I am not very mobile and not very flexible. They help me to have a shower and put some cream on my skin before and after the shower” and “I have confidence when they are here.”

People were supported to raise concerns and report anything that worried them. A relative told us, “[Family member] is sure to tell me if he doesn’t like them, and he has never complained. They have halved my stress levels.”

People experienced care from staff who had the appropriate skills, knowledge and training to meet their needs. One person told us, “I am confident they know what they are doing, even the new staff will have read my care plan, so no problems.”

Staffing arrangements provided continuity and reliability, and people told us staff arrived as expected and provided the support they needed. Comments from people and relatives included, “I know when they are due, and they will phone if they are late”, “They are pretty reliable. When it has been longer delay than 30 minutes they have either phoned me or him that it’s going to be later.”
Environmental checks were undertaken in people's homes to identify and manage potential hazards, helping to promote people's safety when care was delivered in their own homes. A person told us, “I have a grab rail in the shower. They make sure I have the rail, and I am well looked after.”

Where people received support with medicines, they experienced appropriate support to take their medicines safely. Comments from people included, “They remind me to take my medications. They put cream on my skin” and “Let me know when I am running low [on medicine] so I can re-order it.”

People told us they were able to call the office to adjust the timings of the care call if needed. Comments included, “I would just ring up reception because I have changed sometimes and they will ring me back right away. They are adaptable and flexible” and “When he came out of hospital we didn’t have a discharge time, and [registered manager] jumped in and went straight over to [family member]. What I have experienced so far is a willingness to be flexible.”

People’s care and support was reviewed when their needs changed, and staff worked to ensure people received appropriate support to maintain their health and wellbeing. A person told us, “I do feel they communicate well. What I do like, the [registered] manager, comes out every so often and does a call and assesses as well. She comes out every so often to check that things are okay.” A relative told us, “I had written a list of what I wanted them to do for [family member] for each visit. It has been spectacular.”

People benefited from staff who understood their people’s life histories, needs and followed appropriate guidance and evidence-based approaches. A relative told us, “What I have observed is they have a book with a history about [family member] and you can tell the carers have read it and they ask questions about it, treat him as a person and talk to him about it.”
People's outcomes were monitored and changes in their health, wellbeing or circumstances were identified and responded to appropriately. A person told us, “The really good carers are observing, asking how things have been, asking how I am.”

People were supported to make decisions about their care and staff respected their choices and consent. A person told us, “The girls [staff] know, they will come in and say ‘what do you want to do first?’ and then we get on with it. They are amazing girls.” A relative told us, “We have a document that is on the hall table, one for my [family member] and one for me, with a full description of what they are there to do. And they have on their phones, they have a full set of each client with the routine of what needs to be done.”

The service demonstrated a commitment to achieving positive outcomes for people and using information about people's experiences and outcomes to identify where care could be improved. A person told us, “I am always appreciative of what they do for me. They never let us down and do more than they have to do.” A relative said, “They will say ‘what would you like to do today?’ They ask him what he wants them to do. They very much put him in control.”

People and relatives spoke positively about the kindness and compassion shown by staff. Comments included “When the girls [staff] come, it’s full of happiness. Chit chat about everything”, “They are always cheerful and very encouraging – they won’t try and put you down. If I am struggling they will say ‘just wait, don’t hurry’. They are encouraging all the time” and “Everyone who is coming engages with [person] first, they come and chat to him.”

People were treated with dignity and respect and felt staff took the time to listen to them and understand what was important to them. A person told us, “The blinds are always closed, help me into the shower and then after the shower they put a towel around me It’s all good.” A relative said, “One of their [staff] tasks is to chat and listen to her. She does like them listening to her and being available.”
People were encouraged to remain as independent as possible and were supported to make their own choices and decisions. Comments from people included, “I have my independence, but I need them for help in the shower. They are absolutely brilliant with me” and “I think it’s fair to say they do encourage my independence. It’s more about dressing, putting a shirt on, but as far as I am able I am allowed to do it. They are very understanding people [staff].”

People and, where appropriate, those important to them were given opportunities to express their views and contribute to decisions about their care. People told us they felt listened to and that staff responded to their concerns and requests. A person told us, “If I had problems, I would speak to [member of staff], who’s the lead, to make the arrangements in the office. No complaints.” A relative said, “24/7, they have an out of hours phone. They do communicate very well.”

People described the culture of the service positively and that there was a strong focus on meeting people’s individual needs. A relative told us, “I suppose what I would say is that all of the carers we have, almost without exception are always positive, happy, bring a good atmosphere with them, which boosts [family member’s] mood when they arrive, so their recruitment process for getting the right people is excellent and we have been very happy with them.” Another told us, “In a very stressful situation they have really halved my stress. They are efficient, whatever they are doing is fabulous. I don’t know what they could do better.”