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Whell Care is a homecare service providing personal care to people living in their own homes. At the time of the assessment there were 18 people receiving the regulated activity of personal care. This assessment was carried out due to the length of time since the last assessment. The assessment commenced on 22 January 2026 and concluded on 12 March 2026. At this inspection the provider was in breach of the legal regulation good governance, relating to care records, recruitment and risk assessments. Governance systems were not always robust and there were missed opportunities to identify issues in record keeping and risk assessments. People and relatives consistently describing their experiences as highly positive. Staff were praised for being kind, respectful and attentive, and people said they felt safe and well cared for. Health and social care partners said the service collaborated with them well and staff followed clinical guidance appropriately. While systems and practice largely supported good outcomes, some areas of documentation such as risk assessments and care planning, were not always person-centred. Staff demonstrated strong teamwork and showed a good understanding of people’s needs. People received care in line with their preferences, and the provider promoted independence, choice and wellbeing. However, care documents did not contain enough person-centred‑ detail, meaning written plans did not always capture what mattered most to people. There was no evidence that people experienced harm or poor care, and feedback strongly reflected a positive culture focused on meeting people’s needs. Staff and people described the registered manager as approachable and supportive. The registered manager was open to feedback and took steps to address issues during the assessment.
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