Third Hand Care Also known as Third Hand Care

Updated 20 November 2025

Date of Assessment: 20 November 2025 to 27 November 2025 with site visit on 20 November 2025. Third Hand Healthcare Ltd is a domiciliary care agency that provides personal care to people living in their own homes. At the time of this inspection 120 people were using the service. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is to help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People told us their care needs were met, and they liked the staff who supported them. They said the staff were kind and caring and treated them with respect. However, they raised concerns in a number of areas in relation to communication, timeliness and consistency of care workers.

There was oversight in place to monitor missed, late and cancelled calls. People were treated with kindness and compassion. The provider supported staff wellbeing and staff were encouraged to give feedback. Staff were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. Leaders were visible and supportive, helping staff develop in their roles. People received care and support from staff who were trained and qualified to meet their needs. Appropriate recruitment checks were in place to help ensure staff employed were suitable to care for people safely. There were governance systems in place to monitor the quality of the service, and these were mostly effective.

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. At the time of our inspection a manager was in post and registered with the Care Quality Commission.

Updated 20 November 2025

People and their relatives were mostly happy with the service. They felt their needs were met and they received personalised care and were able to make choices. People described the staff and management as kind, supportive and caring. Comments from people and their relatives included, “The carers are great. They are very kind and compassionate”, “We like the carers, we are pleased with them” and “Some are nice, some just get on with the job. They are all helpful and ask if there is anything else I need.”

However, some people reported they did not always have a consistent team of care workers, some were sometimes late, which could have an impact on their time-specific medicines. Furthermore, communication with the office was not always effective. One person reported their care worker did not always follow appropriate infection prevention and control practices.

The registered manager acknowledged these issues and took immediate action to make the necessary improvements.

The provider ensured people received personalised care which met their needs. Staff supported people with their individual needs.