GoodOaks Homecare - Isle of Wight

People and families consistently reported positive experiences of care. They said they felt safe with staff, describing care staff as “kind,” “gentle,” “brilliant,” and respectful of their dignity. They told us care staff built trusting relationships, arrived on time and stayed for the full visit duration, and supported them in ways that reflected what mattered to the person. Family members described improvements in people’s comfort and wellbeing, including reduced anxiety due to continuity of care staff and consistent emotional support. Staff also provided highly personalised assistance during difficult life events.

The provider demonstrated a good culture of learning and improvement. Audits of medicines, care plans, staff files and infection control were routinely completed and informed changes to practice. Staff and managers used incidents and concerns constructively, and there was a clear duty of candour process. People and families said managers responded quickly to changes, communicated clearly and reviewed care plans when needs changed. External professionals described communication as effective and reported good joint working across complex packages of care.

Staff told us they received training, induction and ongoing support from managers, and many said they felt valued, listened to and part of a close‑knit team. Several staff described management as “amazing,” “supportive,” and committed to developing their confidence. Recruitment processes were generally robust, although improvements were needed in some previous employment conduct checks and the documented evidence of supervisions. A small number of staff said rota changes were not always communicated well or did not always take full account of individual needs. Although there was no evidence of impact on people the registered manager agreed to review this.

Governance systems were well established, supported by a compliance officer and franchise‑wide oversight. Record keeping, staff file checks, risk assessments and monitoring processes were in place and used consistently. People and families said they could contact the registered manager easily and described them as approachable, responsive and proactive, responding promptly to queries or concerns.

Overall, people experienced caring, personalised and reliable support. The service demonstrated strong values, good communication, and a commitment to continuous improvement.