- Homecare service
Passion Home Care Ltd
Assessment report published 27 August 2026
Contents
Ratings
Our view of the service
Date of assessment: 22 June to 27 July 2026. Passion Home Care is a domiciliary care service based in Atherton, Greater Manchester, registered to provide the regulated activity of personal care to people living in their own homes. Despite the service being located within the borough of Wigan, they predominantly supported people living in Trafford, with packages of care being commissioned by Trafford Council. At the time of the assessment, 60 people with personal care needs were being supported.
The service was registered for use by autistic people or people with a learning disability. However, this service user band had been added in error, and the service was not used by anyone with a learning disability or an autistic person. The provider was in the process of having this service user band removed from their registration. As a result, we chose not to assess the provision of care under Right Support, Right Care, Right Culture.
People received safe care from staff who had received training in safeguarding and knew how to identify and report concerns. Staff had been recruited safely and received a detailed induction prior to commencing care. Staff also received enough training and supervision to carry out their roles safely and effectively. The majority of care visits had been completed on time, with staff staying for the planned length of time. Medicines had been managed safely, with record keeping accurate and up to date. Risk assessments of the environment and people’s specific needs had been completed, with people involved in this process as much as possible.
Detailed assessments had been completed to ensure the service could meet people’s needs. Care was based on latest evidence and good practice. Staff worked effectively with other agencies and professionals to ensure positive outcomes for people and a smooth transition when they moved between services. Staff monitored people’s health and worked with medical professionals and therapists to support people to stay well. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff made decisions in people’s best interests where they did not have mental capacity, ensuring others involved in people’s care were included in this decision making.
People were treated with kindness and compassion. Staff protected their privacy and dignity and ensured people were central to their own care and treatment. People were offered choice and encouraged to maintain their independence.
People and their relatives were involved in decisions about the care. Care plans were detailed and provided clear guidance for staff to follow, to ensure care was provided how people wanted it. Staff provided information to people in ways they could understand, with key policies and procedures available in an easy read format. People knew how to give feedback or raise concerns and were confident the provider would listen and act on what had been reported.
People, relatives and staff told us the service was well-led, with leaders being visible, knowledgeable and supportive. Systems to assess the quality, safety and consistency of the service were in place and completed consistently. Action plans had been completed to address any shortfalls identified. Learning from accidents, incidents or the auditing process, had been considered and shared with staff via various means including newsletters and learning reports. This helped drive improvements. The provider worked closely with a range of professionals, to ensure people’s wider social needs had been met.
People's experience of this service
People and relatives spoke positively about the service and the care provided. We were told care staff were punctual, and as people largely had the same care staff each day, continuity of care was provided. Comments included, “The carers always turn up on time and stay the length of time expected” and “The carer that comes in the morning usually does all the calls throughout the day, which has been very good for continuity.”
People told us they felt safe using the service and in the company of care staff, who they felt were well trained and good at their job. One person told us, “I struggle with mobility and the carers help me to transfer from bed to chair and chair to bed, there are always two carers who support my mobility. I feel safe when the carers are supporting me, I cannot do it on my own and wouldn’t try.” Another person said, “I have been with the company over 2 years. I know the carers that come and they know me very well, they know my routine and are very good at what they do.”
Staff were reported to be kind, caring and supportive. People had their needs met whilst being treated with dignity and respect. One person stated, “I feel I am well looked after as they [care staff] really do care about me.” A relative told us, “The company employs good people, they genuinely care”.
People told us the service was well-led, and they would recommend it to others. Management were described as reliable, responsive and approachable and always willing to listen and help. One person told us, “The manager is approachable and listens. I have no complaints and would recommend the company”. A relative stated, “The manager and staff at Passion are very good and so supportive with my loved one and myself.”