Napier Homecare Services Limited

Date of assessment: 8 January 2026. This assessment was completed remotely. Napier Home Care Services Limited is a homecare provider supporting people to live in their own homes. The main goal of the provider is for people receiving support to feel empowered, to be independent and to remain at home. This announced inspection was conducted to review the quality of care and compliance with the legal regulations. Staff had a good understanding of their service user group and support was centred around people. Communication between management and the support team was effective. We saw evidence the provider was good at responding to and acting when concerns were raised. Staff had access to ongoing training and support, and recruitment processes were robust. People told us they felt listened to and staff said they felt able to approach the management team with any concerns. The provider had a digital system to manage calls which included geographical tracking. All members of office staff were trained to support people, so cancellations of visits were rare. Alerts were enabled to indicate if staff had not arrived on time and a protocol in place to address this. There was an on call system in place and flexible support available to help families. Care plans were generally well constructed. Staff received guidance and support to enable them to deliver care in line with current best practice. A minimum of 3 shadowing shifts were completed by new staff members before they were able to support people independently. Information about people and their communication needs was shared with staff and the relevant healthcare partners. People were supported to manage their health and improve their outcomes. Communication with health and care partners was good. Staff were extremely kind and caring and spoke positively about people, always treating them as individuals. There was a positive, compassionate culture at the service and staff confirmed there were opportunities for them to speak up. There was evidence of regular staff supervision, staff meetings, and opportunities for people to feedback or comment on their support. The registered manager, admin team and staff had worked hard to continuously raise standards and enhance people’s quality of life. Staff members told us the management team were very supportive and approachable. The provider had excelled in their support of workforce wellbeing.