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Archived: Crystal Community Care Limited

21A Newmarket Street, Consett, County Durham, DH8 5LQ (01207) 592282

Provided and run by:
Crystal Community Care Limited

All Inspections

19, 21 August 2012

During a routine inspection

We visited three people who used the service in their own homes as part of this inspection. Relatives were also present for all three visits. Everyone without exception told us the staff treated them with respect. They said they always called them by their preferred name.

People told us they always had the same staff coming to their home. People explained to us how important this was for them as they liked to get to know the staff supporting them.

When we visited we also had the opportunity of watching staff practices as they supported people. We heard staff address people respectfully and explain to people the support they were providing. Staff were friendly and very polite and understood the support and communication needs of people in their care. Staff waited for people to make decisions about how they wanted their care to be provided.

People told us they never had a missed call and staff always stayed for the length of time they had agreed to in their care plan. Relatives also told us if their family member was unwell the staff would always contact them and stay with their family member to make sure they were safe. Everyone commented about how good communication was.

People told us they felt able to say if they were unhappy. They said 'If I was unhappy I've got the number.' Another person said 'the manager has always told me if I have any complaints to let her know. She knows I would tell her.' A relative told us they had made a complaint in the past and this was immediately addressed by the agency. One person told us 'Sue (the manager) comes and asks if I'm happy or not. It's not long since she has been out.'

Other comments from people included 'I'm very satisfied', 'The staff are brilliant', 'I couldn't recommend them more' and 'the staff know what to say and do.'

14 March 2012

During an inspection looking at part of the service

We carried out this inspection visit to check what progress the agency had made to the improvements we suggested in December 2011.

This review was carried out at the agency office and we did not have contact with people receiving the service.

22 December 2011

During an inspection in response to concerns

We carried out this review because we received information from a local authority about a safeguarding investigation involving this agency. The local authority told us it had concerns about whether staff were vetted before they started work for this agency.

This review was carried out at the agency office and we have made no contact with people receiving the service.