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Date of Assessment: 3 to 20 November 2025. This was a first inspection of the service since it opened in 2023. Vestra Homecare Hartlepool is a domiciliary care service supporting people in their own homes, including those with complex health conditions, learning disabilities, and mental health needs. At the time of inspection, 375 people were receiving care from the service. We inspected the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. We found they met this guidance. Vestra Homecare was delivering a safe, effective, and compassionate service, with several areas of exceptional practice. Care packages were only accepted when staff were confident the person’s needs could be met. The management team clearly understood the staff abilities and would upskill staff if needed and made it clear to brokers when the requested package was outside of their scope. Relatives found the service had enhanced people’s quality of life. Care was tailored to individual needs and preferences. Staff supported people to maintain independence, make choices, and plan for the future. The service demonstrated a strong commitment to person-centred care, with staff going above and beyond to support people’s wellbeing and personal goals. Examples included helping people attend family events, supporting people with hoarding and substance misuse issues, and enabling people to regain mobility and confidence. Since registration, the provider had developed effective systems to monitor quality and manage risk. Staff received regular training and supervision, and themed sessions were used to enhance knowledge in areas such as communication, pressure care, and supporting LGBTQ+ people. Safeguarding concerns were generally responded to promptly, and staff understood their responsibilities. Electronic call monitoring (ECM) data showed that 85% of calls were delivered within 15 minutes of the scheduled time, and people highlighted staff turned up within the allotted timeframe. No calls were missed. Staffing levels were sufficient, and people received care from regular staff, which helped build trust and continuity. However, some carers reported being short of staff during peak times and there being limited travel time between calls, which affected their ability to deliver care safely. Each care co-ordinator covered a dedicated area. They clearly understood the geography of the area they managed and closely scrutinised the rotas. They aimed to ensure the rotas were organised, so staff always had to visit people in a small area and had enough travel time. People and relatives were overwhelmingly positive about the service. They felt listened to and said their suggestions were usually acted upon. There was a system in place for responding to any concerns or complaints. People told us the management team were approachable. Overall relatives felt involved and were kept informed about their family member’s care. They found concerns were generally addressed to their satisfaction. Vestra Homecare Hartlepool demonstrated a safe, effective, and compassionate service that promoted dignity, independence, and wellbeing. The provider showed a clear commitment to continuous improvement and partnership working, and people received care that reflected their needs and preferences.
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