West Heanton - Supported Living & Domiciliary Agency

This service supports older people who are living in their own homes.

We carried out this assessment on 1 July 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 provider demonstrated a positive learning culture where incidents, concerns and feedback were reviewed and used to improve the quality of care provided. Staff understood their safeguarding responsibilities and were confident in recognising, reporting and responding to concerns to keep people safe from abuse and avoidable harm. A staff member said, “I understand my safeguarding responsibilities and how to report concerns, I am confident in the leadership responses.”

Risk assessments reflected people's individual support needs. The registered manager had systems in place to identify and monitor risks. Staff demonstrated a good understanding of people's needs and had taken prompt and appropriate action when people became unwell. People's home environments were assessed to ensure they were suitable and safe for the delivery of care.

The provider ensured there were sufficient numbers of appropriately skilled, experienced and trained staff to meet people's needs through live-in care arrangements. Staff received induction, training, supervision and ongoing support to carry out their roles effectively. Recruitment processes were robust and helped ensure only suitable staff were employed. Medicines were managed safely, with clear procedures for administration, recording, storage and monitoring within people's homes.

People's needs were assessed before care commenced, and care plans reflected their preferences, routines and support requirements. We received mixed feedback regarding information within care plans. For example, 1 staff member told us, “I am given access to the person’s care plan on [the digital system] before arriving at the person’s home, giving me time to read through and understand.” Another staff member told us, “The care plans are not updated quickly enough.” Staff monitored people's health and wellbeing and worked with healthcare professionals when concerns or changes in needs were identified. A visiting health care professional told us, “They escalate any concerns to us promptly and appropriately, either when we are visiting or contacting us if another visit is required. They are accepting of advice when this is offered and will follow this advice. Likewise, they are aware of when to escalate concerns to the GPs or other MDT teams.”

Staff understood the principles of consent and supported people to make decisions about their care wherever possible. Care was person-centred and tailored to people's individual needs and preferences. People and, where appropriate, their relatives were actively involved in planning and reviewing care. The provider sought feedback from people using the service and used this information to improve care and people’s outcomes. The provider promoted equality, diversity and inclusion, ensuring people received fair and equitable care and support.

There was a clear vision and positive culture within the service, focused on delivering high-quality, person-centred care. The provider’s vision and values statement included, ’To support people to live their life the way they wish, showing dignity respect to everyone.’ Managers were approachable, responsive and committed to continuous improvement. A staff member told us, “It’s like a family, management are visible, fair and flexible. They [management] are very open and it’s never an issue to speak to the registered manager.”

Governance and quality assurance systems were effective in monitoring service performance. Audits, feedback, incident reviews and oversight processes were used to support learning and improve outcomes for people. The provider demonstrated a commitment to innovation and learning, ensuring the service continued to develop and respond to the changing needs of people receiving care.