- Homecare service
Basingstoke Centre
Assessment report published 28 April 2026
Contents
Ratings
Our view of the service
Date of Assessment: 18 February to 18 March 2026. This was a comprehensive assessment of all 5 key questions triggered by our ongoing monitoring of the service. The service is a care at home service providing support to adults of all ages living in their own homes. At the time of the inspection 10 people were using the service. CQC only inspects where people are receiving the regulated activity personal care. This is help with tasks related to personal hygiene and eating.
There was a positive learning culture, where the provider was proactive in seeking feedback and implementing learning to make improvements. People and their relatives knew how to give feedback and were confident the provider took it seriously and acted on it. People were protected and kept safe from abuse. Staff were happy to raise any safety concerns and felt they would be dealt with properly. There were enough staff in place. Some improvement was needed to staff recruitment process. People were consulted around how they wished their care to be carried out. Staff understood and managed risks related to people’s care, however some risk records needed to be more detailed. Safe systems were in place to ensure medicines were administered appropriately where required by competent staff. Staff worked with stakeholders involved in people’s care to promote the best outcomes and safe transitions when people moved between services. The provider made sure staff received training including condition specific training to maintain high-quality care. Staff cared for people with dignity and respect and promoted their independence. People were treated with kindness and compassion and had a good level of consistency in care staff.
Leaders were visible and supportive, helping staff develop in their roles. The registered manager was capable and undertaking relevant further qualifications. Staff felt able to give feedback and were treated equally. Governance was in place and mostly effective, but the provider had not picked up the issues we found with documentation for recruitment, risk, consent and care plans.
The provider worked during the assessment to rectify these processes and put in place appropriate oversight going forward. The provider worked with stakeholders in the local community to deliver the best possible care and were receptive to new ideas.
People's experience of this service
We spoke with 2 people, and 5 relatives of people who used the service to gain feedback about their experiences of receiving care from the provider.
People and relatives were positive about staff, telling us they were happy and felt safe receiving care. Comments included, “I feel totally safe when the carer is around because they make me feel safe,” and “I am very happy with the service I receive, and I feel well looked after.”
We were also told people received regular staff who knew them well. People told us staff were effective, well trained and easy to talk to.
Feedback on timing of calls was good, with people telling us they were happy with their staff who consistently arrived on time. One relative said, “Timekeeping is excellent they always turn up on time, usually they are at the door waiting for me.” Where there had been an issue in the past, the registered manager responded quickly to resolve this to the person’s satisfaction. The relative told us, “If I have any concerns I will address them directly with the manager.”
People and relatives did not raise concerns about their medicines. One person said, “The carers oversee that I take my pills.” They told us staff knew people’s needs well, and they had worked with the provider to give a lot of information at the start of their care package. This included regular reviews of care plans. One person told us, “I am fully involved in my care plan, able to make decisions and will speak up if I am not happy about anything.”
We were also told the provider came out to review people’s care to ensure their needs were being met. A relative said, “The care plan is reviewed regularly every 2 months, they visit the home and we discuss if there are any changes.”
People and relatives told us staff were kind, caring and compassionate when delivering care. Comments included, “The staff are very welcoming and easy to talk to and genuinely care and know the routine well,” “I treat the carers as part of my family we have a good relationship,” and “The carers know me well and my routine.”
People and relatives told us they knew staff and leaders well, including receiving visits from management. They also told us they thought the service was well run and they would recommend them. One relative told us, “The manager is very supportive and understands our needs and does whatever they can do help, communication is very good and easily accessible.”