The assessment took place between 11 February to 18 February 2026. Capital Home Care Limited is a domiciliary care service registered to provide personal care to adults of all ages, including individuals living with dementia, mental health conditions, and/or physical disabilities in their own homes. At the time of our assessment,120 people were receiving a service. The provider was previously in breach of the legal regulations in relation to person-centred care, safe care and treatment and good governance. Improvements were found at this assessment, and the provider was no longer in breach of those regulations. People were protected and kept safe. Staff understood and managed risks to people’s safety. There were enough staff with the right skills, qualifications and experience. Staff received regular training and supervision to ensure they provided care safely and in line with best practice guidance. Safeguarding, infection control and risk management systems were understood and implemented effectively, and staff received regular supervision, training and support. Consent was consistently sought in line with the Mental Capacity Act. People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. Staff responded to people in a timely way. People had detailed information within their care plans to guide staff how to support them. This included information about their interests and things which were important to them. Leadership was described as approachable, inclusive and supportive, with clear organisational values and a commitment to continuous improvement and staff wellbeing.Governance systems were in place to monitor the service and to ensure it was operating in line with the provider’s expectations. Staff felt able to raise concerns and felt listened to. The management team worked to improve care and identify learning.
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Capital Homecare (UK) Limited received an overall rating of Requires Improvement at its first inspection, with three regulatory breaches identified across safe care, person-centred care, and good governance. While staff were found to be caring and compassionate, significant weaknesses in governance, risk management, record keeping, and incident learning meant that people with higher needs were not consistently protected or well supported.
Concerns (10)
criticalCare planning: “care plans did not contain an assessment to show people's capabilities and to determine what support they required...lacked detail on how episodes of low blood glucose...would be managed”
criticalIncident learning: “one person at high risk of falls had 21 falls between April 2020 and July 2021. However, the corresponding notes repeated the same account 21 times”
criticalGovernance: “there were no effective quality assurance procedures...the provider could not provide us with a programme of effective regular audits to assess the quality of key areas of service”
criticalRecord keeping: “A risk assessment was in the name of another person. Two out of the three sections of the assessment were in a wrong person's name.”
criticalSafeguarding: “sufficient urgent steps had not been taken to keep the person safe. This meant there was a delay in early identification of underlying causes. We raised a safeguarding concern”
moderatePerson-centred care: “staff refused to prepare or serve pork products on the grounds of their own cultural and religious beliefs. People had to rely on visiting relatives or others”
moderateSupervision / appraisal: “development plans and objectives agreed during appraisals were not followed up...the same goal was identified in subsequent appraisals over the next four years”
moderateCommunication with families: “care plans for people with learning disabilities, who were unable to communicate their needs verbally, did not give staff a range of techniques or options for communication”
moderateLeadership: “There was no evidence the provider had involved people or other stakeholders to develop or improve the service since they were registered in December 2020.”
minorMedication management: “these had not identified staff were not recording reasons for giving PRN medicines. An entry must be made in the people's care record detailing the reason why the 'PRN' dose was given”
Strengths
· People felt safe with care workers and spoke positively about their kindness, empathy and compassion.
· Staff had received essential training relevant to their roles with high completion compliance.
· Safeguarding training was mandatory and staff could clearly describe reporting responsibilities.
· Monthly medicine administration record auditing was in place and people received medicines as prescribed.
· Electronic call monitoring was used; staff mostly arrived on time and alerted people when running late.
Quality-Statement breakdown (22)
safe: Assessing risk, safety monitoring and managementRequires improvement
safe: Learning lessons when things go wrongRequires improvement
safe: Using medicines safelyRequires improvement
safe: Systems and processes to safeguard people from the risk of abuseRequires improvement
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
effective: Staff support: induction, training, skills and experienceRequires improvement
effective: Ensuring consent to care and treatment in line with law and guidanceGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawRequires improvement
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careRequires improvement
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesRequires improvement
responsive: Meeting people's communication needsRequires improvement
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringRequires improvement
well-led: Working in partnership with othersRequires improvement
well-led: How the provider understands and acts on the duty of candourGood