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Date of Assessment: 20 March to 14 April 2026. The inspection was prompted in part by notification of an incident where concerns were raised about the provider's systems when staff cannot gain access to a person’s home during a planned care call. This incident was subject to further investigation by CQC. As a result, this inspection did not examine the circumstances of the incident. However, this inspection examined how the provider implemented learning from this incident to improve safety. Basingstoke provides personal care and support to older people living in their own home. Not everyone who used the service was receiving the regulated activity of personal care, which is help with tasks related to personal hygiene and eating. At the time of our inspection, they were supporting 72 people with their personal care. This was our first inspection of the service. The provider had effective systems in place to monitor the quality and safety of the service. These included remote monitoring systems to oversee care and promote safety for people supported in community-based settings. Systems covered areas such as electronic call monitoring, information governance, and personal security and safety. The registered manager was organised and structured in their approach to work, using systems effectively to monitor key areas and reduce risks related to people’s care. These included risks associated with moving and handling, people’s medical conditions, and their home environments. The registered manager used learning from incidents, feedback, and audits to improve processes and enhance safety. Learning was shared with staff, and reflective practice was encouraged to help ensure improvements were embedded. There were enough suitably trained and competent staff to meet people’s needs. Staff spoke positively about their roles and were motivated to support people to live as independently as possible in their own homes. Staff and leaders demonstrated a good understanding of the actions needed to promote people’s safety and welfare. This included the importance of timely and accurate reporting and recording of concerns related to people’s safety or wellbeing. The provider acted promptly to involve people and relevant professionals in discussions about promoting safety, which supported people to manage known risks associated with their care.
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