The regulator looked at all areas of the service during the lengthy inspection between 7^th and 24th February including how responsive and effective the care delivered was. The inspection also measured the levels of leadership, the robustness of the training provided and the care with which the staff delivered the support needed.

In all measures, Hales met the standards required and, in some areas, exceeded them.

The inspection process includes direct feedback from care users, their families and the staff employed by the organisation which adds weight to the inspectors’ views of processes, procedures, and records. Comments such as “the staff make me feel safe and well supported” , “staff are brilliant, very professional and respectful” and “they are very knowledgeable and have the skills to support me” all added to the overwhelmingly positive outcome for the care provider, who are a Primary care company contracted to deliver homecare for Hull City Council, as well as supporting many people who choose to arrange their own home care and support.

The inspector noted that the service operated in a dignified way and that people had personalised care plans which covered all aspects of their life.

The Good rating is a very positive reinforcement of the service provided by the care company who has worked tirelessly for the residents of Hull since 2016, and most recently through very challenging times including managing the impact of the Covid-19 pandemic, changes to the way care is commissioned in the city and a workforce shortage affecting the entire health and care sector.

Debbie Dennis, Head of Care commented: “This is a very welcome validation of all the incredible things our management and care team do for and with the people of Hull.”

Managing Director, Nicola Mewse, added: “Hales Group are pleased that the consistency of our brand values and procedures have been recognised in Hull. We are delighted to have such an engaged, diverse care team who respond to the needs of our customers and the market in which we operate with commitment and enthusiasm.”