Good Oaks Homecare East Dorset is a domiciliary care agency that provides personal care to older adults living in their own homes. At the time of our inspection 23 people were receiving the service. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. This assessment reviewed the quality statements under all key questions safe, effective, caring, responsive and well-led and included a site visit on the 2 February 2026. Off site assessment activity took place between 28 January 2026 and 10 February 2026. The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. Staff including management reported any concerns without delay and shared with other agencies appropriately for external scrutiny when needed. The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. However, the provider did not always follow their own recruitment policy and procedures. We received feedback from people and their relatives confirming people's rights were respected in practice. However, we found the documentation around mental capacity assessments and best interest decisions did not always follow the principles of the Mental Capacity Act to ensure people’s human rights were upheld. We raised this with the provider who took prompt action to address this. The service made sure people’s care and treatment was effective by assessing and regularly reviewing their health, care, wellbeing and communication needs with them. The provider supported people to manage their own health and wellbeing and to maximise their independence, choice and control. The service provided information about their services in a format people could understand. People knew how to raise any concerns or give feedback on care provided and were confident the service took it seriously and acted on it. If people needed referrals to other healthcare professionals, this was recognised by staff and people were supported to do this. All leaders were open and responsive throughout the inspection process. When we identified some areas for improvement, the provider acted immediately to address any shortfalls.
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Good Oaks East Dorset received a Good rating across all five key questions in its first CQC inspection, with people and relatives consistently praising staff as kind, caring and well-trained. The only minor concern noted was some inconsistency in staff rotas, which the registered manager had already addressed proactively through transparent communication and a recruitment drive.
Concerns (1)
minorStaffing levels: “They send a rota, it is not often correct and the person it says is coming is different, it's a bit unsettling.”
Strengths
· People felt safe and staff were trained to recognise signs of abuse; safeguarding records and external reporting requirements were met.
· Robust and safe recruitment practices including reference checks, employment gap exploration, and DBS checks.
· Medicines safely managed with trained staff, regular competency checks, and electronic monitoring of administration.
· Staff received comprehensive induction, ongoing training, and annual appraisals with professional development opportunities.
· Person-centred care plans reflected individual needs, choices, cultural and lifestyle preferences.
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
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 preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood