- Homecare service
Pathways of Hope
Assessment report published 30 June 2025
Contents
Ratings
Our view of the service
Date of Assessment: 17 April to 9 June 2025.
Pathways of Hope is a domiciliary care service providing support to people living in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive the regulated activity of personal care.
The assessment was carried out to assess improvements since the last inspection. At this assessment improvements had been made.
Systems and processes were in place to mitigate the risk of harm to people and to protect them from abuse. Staff had a clear understanding of their responsibilities under safeguarding, while the provider understood their regulatory responsibilities. People were involved in the management of risk to their care and support. People were supported by enough staff who had received the appropriate training to meet people’s needs. Appropriate infection control procedures were in place to keep people safe.
People now received personalised care that was tailored to meet their individual needs, preferences and choices. Care plans were now detailed and guided staff about people's needs and how to meet them. Concerns and complaints were listened to and used to improve the service they received.
People, staff and relatives spoke positively about the registered manager. Management was approachable and open to feedback and discussions about people’s care. The quality of people’s care was supported by effective quality assurance systems. The registered manager encouraged feedback from people, staff and professionals involved in people’s care.
This assessment covered the ‘Homecare’ assessment service group (ASG) for Pathways of Hope. This part of the service did not support people living with a learning disability, although the provider is registered with CQC with a service user band of Learning Diability. 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.
People's experience of this service
People told us that they were happy with the service they received. People and their loved ones told us they felt safe while carers were in their home and providing their care.
People praised the approach of staff, telling us how friendly, kind and respectful they were when delivering their care and interacting with them. Comments from people included, “I think they are amazing to be honest. They are extremely polite and they are caring carers,” and “All the carers are wonderful,” and “I don’t want any other agency, these are the best.”
People and relatives were happy with how responsive staff were to their needs. Staff and management knew people very well and were proactive in responding to changing health and care needs. People were generally happy about their call times.
People told us that the organisation of their care and administration from leaders had improved. One person said, “They seem to be trying harder now and getting better.” One person said of the management team, “They make me feel at ease. I can chat to them about anything.”