Empathy Care (IOW)

Who the service is for

This service supports adults with physical disabilities or mental health support needs who are living in their own homes.

Key findings

We carried out this assessment on 9 October 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 outstanding practice in its consistently person-centred approach. People benefited from a longstanding, happy and stable staff team. Staff knew people exceptionally well, identified subtle changes in their health and wellbeing, and acted promptly to ensure they were supported. Risk management was highly personalised and enabled people to remain in their own homes and live full lives without unnecessary restriction.

People experienced care that supported them to feel safe, respected and in control of their daily lives. Staff provided unhurried care, respected people’s preferences, and worked creatively to promote and support independence. External professionals spoke highly of the service with 1 describing it as, “person centred, caring and professional.”

Staff received regular training tailored to the needs of the people they supported. One person assured us, “They know what they are doing.” Recruitment checks were completed, and staff said supervision gave them opportunities to raise any suggestions or concern. These arrangements ensured staff had the knowledge and confidence to provide a high standard of care. One staff member said, “You get to know them so well.” Another told us, “Everyone's illness is unique to them - everyone is different. Everyone's way of support is different. You find what is right for them.”

Staff understood their responsibilities in relation to safeguarding. They worked closely with health and social care professionals to support people's health and wellbeing.

People received safe support with their medicines. People were enabled to administer their own medicines if this was their preference and they were able to do so safely.

Leaders promoted an open, inclusive culture in which staff felt valued. Staff told us the registered manager was “very approachable” and her “door is always open.” Staff spoke of strong teamwork and pride in their work for the difference it made to people. Staff had been supported to access additional training and to complete further qualifications. One staff member told us, “Empathy Care is a good company to work for and I am happy here.” Another said, “I wouldn’t want to work anywhere else. I love it.”

Learning from audits and feedback was used to improve practice. There were effective systems of governance and oversight that promoted safety and delivered positive outcomes for people.