- Homecare service
New Vision Care Services
Report from 28 October 2025 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 19 November to 13 January 2026. The service is a care at home service registered to provide support to children, older people and younger adults, including people who may live with dementia, mental health, sensory impairment, eating disorder, physical disability or learning disability needs.
At the time of inspection there were 30 people using the service and all of the people were receiving the regulated activity personal care. 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.
An inspection has been undertaken of a specialist service that is registered for use by autistic people or people with a learning disability. At the time of inspection, the service was not used by anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.
We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.
At this inspection we found the service was meeting the underpinning principles of Right support, Right care, Right culture.
A registered manager was in place, who was also the nominated individual (NI). The NI is registered with the Commission and is legally responsible to ensure that the service is compliant with legal and regulatory requirements.
At our last inspection, we identified a breach of legal regulation in relation to good governance. At this inspection, improvements had been made and the provider was no longer in breach of legal regulation.
People, relatives and staff spoke positively about the service and management. People received effective care that met their needs. Detailed records provided guidance to ensure people received safe and effective care. Risks to people had been assessed and care plans were in place to help mitigate risks as far as possible. Medicines were managed safely. However, some improvements were still needed in the records for medicines. People had choice in their care. Staff made sure people understood and were involved in decisions about their care and treatment. Accidents and incidents were investigated, action taken, and lessons learned. There was an effective quality assurance system to assess the quality of care in the service.
There were enough staff with the necessary skills, qualifications and experience. However, improvements were needed to roster management to ensure people received consistent care. People were treated with kindness and compassion. Staff protected their privacy and dignity. Staff knew the care and support needs of people they supported, care records reflected the care provided by staff. People were supported to ensure their health care needs were met. Systems were effective and in place to protect people and ensure their safety. They were supported to take risks to improve their quality of life. An effective governance system was in place to monitor the quality and safety of the service.
People's experience of this service
We received positive comments from people and relatives about the caring nature of staff. Relatives and people told us staff were kind and caring, they were patient and treated people as individuals. Their comments included, “The care is excellent”, “Staff go above and beyond” and “It is a very high quality of care which is essential for [Name]’s condition. We are very pleased with it and thankful that they are a very good company.” People told us communication was effective and they were kept informed. Comments included, “The communication is brilliant” and “Staff communicate in advance with me if I need to get something.” We received mixed comments about roster management. People told us calls were not missed, and if they were late they were informed. However, not all people and relatives told us people received consistent care from the same staff to enable continuity of care. People and relatives’ comments included, “[Name] has continuity in the care that is provided by 3 staff over the week” and “[Name] has a variety of carers, but it is fair to say they have a good relationship with them all.” Other comments included, “More consistency is needed, the people who do come in are all very good but having the same faces could make quite a difference. [Name] is confused by so many different people” and “The only thing I would like is more consistency of the [staff] who do come in.”
Relatives and people were positive about the open culture of the service, they all said they were listened to, had opportunities to give feedback and any concerns were addressed. A relative commented, “I can’t say anything bad about the service, the staff are really good. It is a lovely service I am glad we found it.” People were supported to make choices and were involved in decision making about their care and support and were asked for feedback regularly. A staff member told us, “Consent is always sought before providing support, and this is done in a way the person can understand.”