- Homecare service
Hartwig Care (Weybridge)
Assessment report published 12 October 2026
Contents
Ratings
Our view of the service
About the service
Hartwig Care (Weybridge) provides care and support to adults in their own homes.
CQC only inspects where people receive personal care. This 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 our assessment, the service supported 25 people with personal care.
Who the service is for
The service supports older people, some of whom may be living with dementia, and younger adults with specific healthcare conditions.
The provider is registered to support autistic people and people with a learning disability at this service. At the time of the assessment, the service was not supporting any autistic people or people with a learning disability, but the provider had regard to ‘Right support, right care, right culture’, which meant people were treated with dignity, their choices were respected, and their independence was promoted and encouraged.
Our view of the service
We carried out this assessment between 26 August 2026 and 3 September 2026.
This service was previously rated 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.
Before our assessment, we reviewed the provider's Provider Information Return (PIR). This is an annual return providers submit to CQC about the service they deliver, including how they monitor quality, make improvements and meet people's needs.
During the assessment, we spoke with people who used the service and relatives to hear their views about the service and the care and support provided. We obtained feedback from staff about the training, information and support they received to carry out their roles.
In the months preceding our assessment, there had been a period of instability within the management team which had affected the running of the service. The registered manager had begun an extended period away from the service and the previous care coordinator left their post at around the same time. This had affected the quality of care some people received, communication with people who used the service, relatives and staff, and the support provided to staff.
Since that time, the provider had taken action to address these concerns, including appointing an interim manager and a new care coordinator and putting in place support from the provider’s regional operations team. These measures had reinstated the continuity of care people received, improved channels of communication, and enhanced the support available to staff.
Staff recognised the value of promoting people's independence and respecting their choices. One member of staff described how they had worked with a person over a number of years to maintain their independence and support them to remain in control of their care. The member of staff told us, “My client is fiercely independent. We have worked together over the last 5 years to preserve this as much as possible. She is comfortable enough with me to ask for help and also to refuse it if she thinks it is not necessary.”
Staff understood the importance of gaining people’s consent to their care on a day-to-day basis. One member of staff told us, “I gain consent by asking them if they permit me to assist them with things they need help with, especially personal care.”
Staff told us they received enough information about people’s needs before they began to support them. One member of staff said, “All customers have their information and likes and dislikes on the app and if we go to a new customer, the office gives us a call to tell us a bit about them. I feel confident when attending a new customer.”
Staff were recruited safely and had access to the induction and training they needed to carry out their roles. Staff received safeguarding training and knew how to report any concerns they had about abuse or poor practice.
People's experience of this service
Some people’s experience of care had been impacted by recent instability within the management team. Feedback from people using the service and their relatives indicated communication from the office had not always been effective. For example, people told us they sometimes received inconsistent information about which staff would be visiting them and were not always notified when staff were running late. Some people said their care had not been reviewed for some time and that they had not been asked for feedback about their experience of care.
However, people and relatives told us there had been noticeable improvements following the appointment of a care coordinator and interim manager, with support from the provider’s regional team. They told us communication had become more consistent and responsive, and the new management team had begun to address the issues around reviews.
People told us they felt safe when staff supported them. They said staff used moving and handling equipment safely, including hoists and specialist equipment. One person told us, “I rely on [member of staff] so much. She is so good; I feel very safe with her.”
Staff monitored people’s health effectively, recorded changes such as skin integrity issues, and escalated concerns appropriately. One person told us, “The girls always check me to see if there are any issues or problems that need to be addressed.”
Another person said a member of staff had escalated concerns about their health with their consent to help ensure they had access to any treatment they needed. The person told us, “[Care worker] informed the office about the condition and they are going to contact my GP surgery so they can see how to treat it.”
People said staff were kind, caring and respectful. One person told us, “Since I have been with the service I have been very satisfied with the care I receive from the carers. They have always treated me with respect and always maintained my dignity.”
People’s comments about the staff who supported them included, “They are very good indeed. I am very happy with them”, “They are absolutely wonderful; they could not be better”, and “They really do look after me; I am very thankful for them.”
People received consistent care from regular staff, which they told us was important to them. One person said, "I have had the same 3 carers supporting me for many years now. For me, this is very important as I want my care to not have to be something I am constantly thinking or worrying about. Having consistency in this allows me to focus on other areas of my life fully as most people can do.”
Several people highlighted the positive relationships they had developed with regular staff, saying staff knew them well and understood their needs and preferences. For example, one person said, “I have got a good rapport with them. It is so much better if you can keep the same ones. They know what you want and how you want it done. They understand me.” Another person told us, “I have the same carer for all the visits unless she is on holiday. I am perfectly happy with her; we get on very well.”
Relatives also highlighted the importance of consistent staffing, telling us this helped them feel assured staff had the necessary skills and knowledge to provide their family members’ care effectively. One relative told us, “We have designated carers and they are really, really good. They know what they are doing and they know [family member’s] routine. Having the reassurance that [family member] is looked after well is a big thing for me.”
Staff support had helped people achieve positive health and wellbeing outcomes. Some people told us staff had supported them to maintain or improve their independence and wellbeing. For example, one person said staff had helped them regain their confidence and mobility, stating they would not be walking again without the support they had received from staff. The person told us, “If it was not for the care workers, I would not be walking. They have given me so much confidence it is untrue.”
The service was responsive when people's needs changed, such as increasing or reducing care hours following hospital discharge or improvements in health. For example, one person told us they had needed to increase their care visits while recuperating following a stay in hospital and said this had been achieved, “Without any problems.” Another person said, “I needed more help to begin with, but as I got stronger, I reduced it to one visit a day.”