- Homecare service
Archived: Home First - Cannock
Assessment report published 20 October 2026
Contents
Ratings
Our view of the service
About the service
Home First - Cannock is a domiciliary care agency providing personal care, to adults in their own homes in the community. The Care Quality Commission (CQC) only inspects where people receive personal care. There were 11 people receiving personal care at the time of the inspection.
Who the service is for
Home First – Cannock supports older people and younger adults. They provide a short-term recovery and reablement service. People on the recovery pathway typically received support for up to 12 weeks. People on the reablement pathway usually received up to 6 weeks support, following a hospital stay or other events, with the aim of supporting them to regain their independence.
Key findings
We carried out this assessment from 14 September 2026 to 28 September 2026. This service was previously rated as 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.
The service demonstrated people were protected from avoidable harm. The provider had robust systems and processes in place to identify, report and respond to incidents and concerns. Managers and staff demonstrated a comprehensive understanding of safeguarding procedures and their responsibilities to recognise, escalate and act on concerns promptly. This helped to ensure people were protected from the risk of harm. One staff member told us, “We have training in safeguarding and videos of scenarios to look out for, we regularly receive safeguarding training, and feel concerns escalated straight away.”
Robust systems were in place to identify, assess and mitigate risks to people’s safety and wellbeing. Staff demonstrated a clear understanding of how to support people safely. Sufficient staffing levels were maintained, environmental risks were managed appropriately, and medicines were administered through safe and effective systems.
The provider had effective systems in place to assess, monitor and respond to people’s changing needs, ensuring staff had timely access to up-to-date information. As a rehabilitation service, people were supported following a hospital stay or other event to work towards assessed goals. This helped maximise their independence and remain safe in their own homes. Care was delivered in line with people’s needs and outcomes, with regular reviews used to monitor progress and adapt support to achieve the best possible outcomes for people. Although the provider was not currently supporting people who lacked capacity, they had systems in place to ensure staff understood their responsibilities in line with the Mental Capacity Act 2005. Staff had received training and were able to explain how they needed to support a person who lacked capacity in their best interests.
People were supported by staff who treated them with kindness, compassion and respect. Staff knew people well, understood what mattered to them and took time to build positive, trusting relationships. People’s privacy, dignity and individuality were consistently promoted, and their views, wishes and preferences were listened to and respected. Staff encouraged people to be actively involved in decisions about their care, ensuring they had choice, control and influence over their daily lives. In line with the service’s rehabilitative approach, people were supported to maintain and regain their independence. Staff provided encouragement and reassurance to help them achieve their personal goals and maximise their wellbeing.
People received responsive, person-centred rehabilitation and support tailored to their individual needs. One staff member told us, “Our role is helping people remain independent and recover at home as much as they can for themselves, work with them, work towards their goals, ensure they receive compassionate and person-centred care.” Care plans were regularly reviewed and adapted to reflect people’s progress and changing circumstances. Staff supported people to regain independence and achieve outcomes that mattered to them following discharge from hospital or other events. Where people were unable to remain at home following rehabilitation, suitable alternative care provision was identified to meet their assessed needs. People were involved in decisions about their care, and the provider responded to diverse needs to promote equitable access, experiences and outcomes.
The service was well led. A staff member told us, “I feel supported by my line manager, I know I can speak up, I am listened to and receive guidance when needed.” Leaders promoted a clear and shared vision focused on supporting people to recover, regain independence and achieve positive outcomes following discharge from hospital or other events. Robust governance and management systems provided effective oversight of quality, safety and performance, while outcome monitoring and audit processes drove continuous improvement. An open culture of learning and innovation supported service sustainability and helped ensure people received high-quality rehabilitation support that met their needs and goals.
People's experience of this service
People told us they felt safe receiving support from staff who understood their safeguarding responsibilities. People and relatives told us there were effective systems in place to respond to concerns, and their concerns were acted on. One relative said, “I can’t imagine there being any issues with [relative’s] care but if I was not happy, I would contact the manager and speak directly about my concerns.” These arrangements helped people feel protected from abuse, neglect and avoidable harm while supporting them to achieve their rehabilitation goals safely within their home environment. People told us staff were very well trained, and they were able to support them with all they needed.
People told us the service delivered responsive, person-centred rehabilitation support that was tailored to people’s individual needs, preferences and goals. People said they were involved in planning and reviewing their care. One person said, “Before the carers came in the manager came to hospital and my care plan was set up.” People said support was adapted to reflect their progress and changing circumstances. They added personalised risk assessments were in place to promote positive risk-taking which enabled people to regain independence and achieve outcomes that mattered to them within their own homes.
People told us staff demonstrated a clear understanding of their individual risks, needs and rehabilitation goals. They said robust systems were in place to assess, monitor and mitigate environmental, equipment-related and mobility risks. People said this helped to keep them safe while supporting their independence. People informed us they felt there were effective medicines management arrangements in place to ensure they received their medicines safely and as prescribed, reducing the risk of avoidable harm.
People told us that a range of health and social care professionals, including physiotherapists, occupational therapists and district nurses, were involved in supporting them when needed. Feedback from people indicated that agencies worked collaboratively, with effective communication and information sharing helping to ensure people received coordinated and joined-up care. People said staff understood how to support them effectively and followed relevant healthcare guidance to promote recovery, wellbeing and independence. People told us they had been provided with appropriate equipment, such as shower stools, walking frames and crutches, prior to discharge from hospital. Staff then supported people to use equipment safely and correctly and took steps to ensure their home environment was free from obstacles that could increase the risk of falls. This helped people achieve positive outcomes and maintain their independence within their home environment.
People consistently described staff as kind, caring and respectful. They told us staff took time to understand what mattered to people and delivered support in a way that promoted dignity, privacy and individual choice. One relative said, “All of the carers I have met have been very friendly and I would say genuinely concerned about my mother’s health and general welfare.” Staff encouraged people to do as much as possible for themselves, providing personalised support that promoted confidence, wellbeing and independence throughout their rehabilitation journey.
People said staff understood what was important to them and adapted support to meet their changing needs and rehabilitation outcomes. This helped people maintain choice and control while working towards their individual rehabilitation goals and maximising their independence. Most people understood how the rehabilitation service supported them. One person said, “The carers have helped me with washing, dressing, and with my personal care and ensuring that I get something to eat. As time has progressed, I am able to do more, so the carers are doing less.” Some people were less clear about when the service would end. However, the provider demonstrated effective discharge planning processes to ensure people were informed about the completion of the service and any ongoing care arrangements.
People and their relatives spoke positively about the culture of the service, describing it as supportive, person-centred and focused on achieving outcomes that mattered to them. Feedback reflected a positive and inclusive culture where staff worked collaboratively to support people’s recovery and independence. People consistently told us they were treated with kindness, dignity and respect. They also shared they experienced care from staff who were committed to promoting their wellbeing and helping them achieve their rehabilitation goals.
People and relatives spoke positively about communication with the manager and office staff. They told us calls were answered promptly and that staff were respectful and responsive when addressing their queries and concerns. Feedback was actively encouraged and used to inform care delivery, ensuring support remained responsive to people’s needs, preferences and rehabilitation outcomes.