During an assessment under our new approach
Date of assessment: 29 December 2025 and 26 January 2026. We carried out this assessment remotely, we did not visit the office location, however we did meet with the registered manager via a video call. Direct Link Care Ltd – Oxfordshire is a homecare service providing the regulated activities of personal care and treatment of disease, disorder or injury to people living 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 inspection there were 140 people receiving personal care supported by the service.
The overall rating at this assessment is requires improvement. We identified 3 breaches of the legal regulations in relation to safe care and treatment, good governance and ensuring the CQC were notified of all events the provider was legally required to do so. There was lack of recording to ensure people were protected if they lacked mental capacity. There was a lack of consistent oversight of the service and auditing processes were not always effective in identifying shortfalls. Medicines and their related records were not routinely managed in line with national guidance. Risks relating to people’s health, safety and welfare were in place, but they were not always robust, and some key areas had not been assessed.
There was a registered manager in post. The provider worked with local authorities and continuing healthcare who commissioned their services, they also supported people who had paid for their care privately.
People were treated with kindness and compassion. Staff protected their privacy and dignity. Staff treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. The provider supported staff wellbeing.
The provider supported a small number of people with a learning disability or autistic people. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.
Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. People and staff with protected characteristics felt supported. Staff understood their roles and responsibilities.
We found the provider and registered manager responsive to our feedback throughout the course of the inspection.
We have asked the provider for an action plan in response to the concerns found at this assessment.