Enter and view: Leelin Homecare
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Healthwatch Milton Keynes undertook an enter and view visit to Leelin Care on 26 October and 17 November 2025.
Healthwatch met with Leelin Care’s management team for a 45-minute online discussion to agree the scope of the Enter and View activity, the information required from the service, and the expected timeline. The provider was consistently responsive, cooperative and constructive throughout the process, supplying contact details for service users within the agreed timeframe. Leelin Care was first registered with the Care Quality Commission in July 2018 and received a ‘Good’ rating at its most recent inspection in 2022, offering a useful baseline for this work.
Five service users agreed to take part, representing around 7% of the provider’s caseload. Although the response rate was limited, the feedback provided valuable insight into the day-to-day care experience.
Service users described care staff as respectful, polite and supportive, with communication consistently rated as good or very good. People told us they were treated with dignity and respect at all times, and most said carers arrived punctually or contacted them if running late. The majority also reported familiarity with a regular team of staff, which helped build trust and comfort.
However, half of the service users said that visit durations were often shorter than expected, with some lasting only 10–15 minutes instead of the scheduled 30–45 minutes. Experiences of personal hygiene support were mixed: while people felt well cared for, all said they were only offered bed baths due to mobility or equipment constraints, and some expressed a wish for occasional access to a shower or bath.
Routine also played a significant role in shaping people’s daily lives, with early bedtimes and later rising times contributing to shortened daytime hours for some.
Although the overall feedback was positive, service users identified several opportunities for improvement. These included offering greater flexibility in visit times, exploring whether occasional showers or baths could be facilitated where safe, and considering the option of male carers for male service users during personal care.
The findings suggest a service that is caring and well-regarded, but one where small, practical changes could further enhance people’s independence, comfort and sense of choice.