CASE STUDY
For Baxters Homecare, delivering complex care means keeping a close understanding of each person’s needs and what is happening in their home.
The nurse-led provider has been operating for more than ten years, specialising in complex domiciliary care. Based in Slough, its team supports people to maintain their independence and quality of life at home.
In its assessment report published in June 2026, CQC rated Baxters Homecare Outstanding overall. Inspectors highlighted personalised care, a consistent staffing team who knew people and their relatives well, and the involvement of families and healthcare professionals in care reviews.
That approach depends on information reaching the people who need it. In this video, the Baxters team explains how they use PASS to maintain oversight, evidence everyday care and respond when something needs attention.
Baxters describes PASS as something close to a blueprint: a structure that helps the team outline person-centred care and keep evidence of the work they do each day.
The ability to see care records in real time supports oversight wherever the team is working. When they spot a concern, they can communicate it to colleagues out in the field and follow it up.
That connection extends beyond the care team. With permission from the person receiving support, family members can access care records too. For relatives who do not live nearby, this offers a way to stay informed about their loved one’s care.
Spotting concerns and acting on them
The team describes real-time information as an important part of responding quickly. They can see what has been recorded, identify something that needs attention and contact the carers involved.
Medication records are one example. The medication administration record (MAR) shows when medication was administered, who administered it and whether it was late. Missed medication is flagged, helping the team identify and follow up an issue.
Checking information with healthcare professionals
Baxters also uses GP Connect to help identify medication discrepancies. If the team notices a possible error in medication supplied by a pharmacy, they can compare the information available and raise the concern with the pharmacy or GP.
In the interview, they describe contacting families to explain what they have noticed and ask about following it up. The team says this helps reassure people that there is another system supporting their care.
Keeping families involved
Access to care records gives authorised relatives a way to stay connected, even from a distance. Alongside direct conversations with the team, it helps families understand what is happening.
As the team puts it: “I think people feel more reassured that there’s another system supporting us to deliver the care.”
Making everyday care visible
For Baxters, recording care accurately also means being able to show the work behind it. PASS helps keep evidence in place, giving the team a record of what has happened and supporting their compliance work.
Their account brings the benefit back to everyday practice: knowing what is happening, sharing that information and helping people get support quickly.
“It does help to keep all the evidence in place. It does help to show the work that you do on a daily basis.”
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