# Cera - Wiltshire

*Operated by Cera Care Operations Limited.*

Cera - Wiltshire is a CQC-regulated home-care agency in Devizes.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 25/02/2026

## Practical info

- Postcode: SN10 2RT
- Registered manager: Hill, Sam
- Local authority: Wiltshire
- Region: South West
- City: Devizes
- Last CQC check: 25/Feb/2026 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Positive feedback from people and professionals about staff being kind, caring and person-centred
  - Published: 2022-02-05
- Finding
  - Evidence: Worked in partnership with hospices, MacMillan and community nurses for end of life care
  - Published: 2022-02-05
- Finding
  - Evidence: Service met the Accessible Information Standard
  - Published: 2022-02-05
- Finding
  - Evidence: Staff felt well supported by supervisors with regular one-to-one meetings
  - Published: 2022-02-05
- Finding
  - Evidence: 96.6% of staff team had completed refresher training
  - Published: 2022-02-05
- Finding
  - Evidence: Contingency plan in place for high levels of COVID-19 staff absence
  - Published: 2022-02-05
- Finding
  - Evidence: Large stock of PPE with collection points and staff training on correct use
  - Published: 2022-02-05
- Finding
  - Evidence: Staff received safeguarding training and people reported feeling safe
  - Published: 2022-02-05
- Finding
  - Evidence: Safe recruitment systems with appropriate checks for new staff
  - Published: 2022-02-05
- **complaints_handling** _(minor)_
  - Evidence: Improvements had been made to the complaints process following a complaint which had been made before our inspection and not been handled well.
  - Published: 2022-02-05
- **infection_control** _(moderate)_
  - Evidence: the testing was not mandatory, and staff were not required to inform the registered manager of the test's completion or the results.
  - Published: 2022-02-05
- **governance** _(critical)_
  - Evidence: the auditing systems in place were not sufficiently robust in identifying and addressing shortfalls in the service. This was a breach of Regulation 17, Good governance
  - Published: 2022-02-05
- **incident_learning** _(moderate)_
  - Evidence: There had been regular errors with people's medicines and as a result, the staff involved had received additional training. However, there was no investigation as to why the errors were occurring.
  - Published: 2022-02-05
- **person_centred_care** _(moderate)_
  - Evidence: Much of the information about people's support, which staff documented in the communication logs, was task orientated and not person-centred.
  - Published: 2022-02-05
- **staffing_levels** _(critical)_
  - Evidence: There were not always enough staff to ensure the reliability and efficiency of the service. This was particularly so at weekends or at times of staff sickness.
  - Published: 2022-02-05
- **missed_or_late_visits** _(critical)_
  - Evidence: Timings of visits were inconsistent, and not always at a time to suit the person... one person who needed their teatime visit at 18.00, due to dietary needs, but some of their visits were documented as 19.00, 18.55, 20.15 and 19.20.
  - Published: 2022-02-05

### responsive

- Finding
  - End of life care and support
  - Published: 2022-02-05
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-02-05
- Finding
  - Supporting people to develop and maintain relationships to avoid social isolation
  - Published: 2022-02-05
- Finding
  - Meeting people's communication needs
  - Published: 2022-02-05
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2022-02-05

### safe

- Finding
  - Staffing and recruitment
  - Published: 2022-02-05
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-02-05
- Finding
  - Learning lessons when things go wrong
  - Published: 2022-02-05
- Finding
  - Preventing and controlling infection
  - Published: 2022-02-05
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-02-05
- Finding
  - Using medicines safely
  - Published: 2022-02-05

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2022-02-05
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-02-05
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2022-02-05

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-3909503976

HomeCare Compass is an independent guide and is not affiliated with the CQC.