A Care Inspectorate Wales (CIW) report has found that 3D Care Cardiff's home support service requires significant improvement in three key areas: well-being, care and support, and leadership and management. The inspection took place between June 3 and June 23, 2026.
Report highlights inconsistent care
The report states that while some people and their families shared positive experiences, particularly regarding relationships with individual care workers, these are not yet consistent across the service. It notes that a number of people reported challenges such as late calls, incomplete tasks, and concerns that have not always been fully resolved.
Key processes like assessments, risk assessments, and care planning are not always sufficiently detailed or completed by suitably trained staff. While some people interviewed expressed trust in individual care workers, they felt less confident in the consistency of the service.
Impact on dignity and trust
Comments included in the report read: "They are late for my morning calls, I've had enough" and "Regularly late… if they haven't arrived, X is stressed". According to the report, these experiences are impacting dignity and trust in the service.
However, it adds that there are examples of long-term, positive care relationships built by a few dedicated staff who know people well, but these positive practices are not consistently underpinned by robust care planning, risk management systems and oversight.
Staffing and scheduling issues
Consistency in care delivery is called a key area of improvement, with people reporting late, shortened or missed visits as well as scheduling issues that can affect nutrition, medication and personal care. Staffing is also identified as an issue, with high turnover and shortages impacting the continuity of care.
The report reads: "Staff described pressures such as working extended hours or attending double-handed calls alone. While leaders tell us they cover the gaps in care provision, this is not reflected in call records, and some records show care staff attending people at different times, when two should be present."
Priority actions and response
The areas for priority action state that the service provider is not ensuring people's health and safety are considered when operating the service, and people are at risk of poor outcomes as the responsible individual is not ensuring effective management of the service, including management of concerns and complaints.
3D Care Cardiff provides care and support to people in their own home in east Cardiff, including those with complex needs. One of the owners told the Local Democracy Reporting Service that they did not know the report was released but now the management team are working on the issues picked up during the inspection and will continue to liaise with the CIW to improve the service they provide and rectify the issues raised in the report. The service is due to be re-inspected in six months.
