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Penhellis Community Care Limited Good

Inspection Summary

Overall summary & rating


Updated 22 November 2019

About the service

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community in all areas west of Truro. The packages of care provided range from short visits at key times of the day to 24-hour care dependant on the person's care needs. At the time of the inspection the service was supporting approximately 250 people.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People using the service consistently told us they felt safe and that staff were caring and respectful. Their comments included, “I feel safe because the staff are so competent at what they do", "[The staff] are absolutely lovely, they spoil me" and “I feel respected, I just feel it.” Relative were also complementary of the service and the quality of support it provided.

The service’s rotas were well organised and there were enough staff available to provide all planned care visit. A mobile phone call monitoring application was used to ensure all visits were provided and to share information securely with staff. No one reported having experienced a missed care visit and staff told us, “I have never known of any missed visits”.

Risks had been assessed and staff were provided with guidance on how to manage and mitigate risks while providing support. The service had appropriate procedures in place during periods of adverse weather and operated a lease car scheme to reduce the risk of visits being missed due to vehicle breakdowns.

All necessary recruitments checks had been completed and people were safely supported to take their medicines as prescribed.

People told us, “All the carers that come here are trained and know what they doing” and records showed staff had the skills necessary to meet people’s needs. Training was regularly updated, and staff were well supported by their managers.

People enjoyed the company of their staff who they described as, “lovely”, “Jolly” and “Wonderful”. Rotas showed people received support from small teams of staff who visited regularly. Staff told us, “I see the same people every week” and “I like my job and I like looking after people”. Staff were keen to support people to remain living in their own homes and people told us their care was never rushed.

People were able to make choices and staff respected their decisions.

People and their relatives were involved in the development and review of care plans and told us these documents were accurate and up to date. They included clear guidance on the support required during each visit and staff told us, “There is enough information in the care plans”.

People were supported to access healthcare services, staff recognised changes in people's health, and sought professional advice appropriately.

Staff were well motivated and there was a positive open culture within the service. People’s feedback was valued, and records showed action had been taken to address and resolve any issues reported to managers. Staff said, “They listen, everything we report gets addressed” and “I love working for them, it is probably the best job I have ever had”.

The service was well led. Management roles were clearly defined and there were effective quality assurance processes in place. People were complimentary of the service and relatives told us, “I don’t think they can improve on anything”. Staff said, “It is brilliant here, everything just runs along nice and smoothly.”

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service good (published 20 April 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to

Inspection areas



Updated 22 November 2019

The service was safe.

Details are in our safe findings below.



Updated 22 November 2019

The service was effective.

Details are in our effective findings below



Updated 22 November 2019

The service was caring.

Details are in our caring findings below.



Updated 22 November 2019

The service was responsive.

Details are in our responsive findings below.



Updated 22 November 2019

The service was well-led.

Details are in our well-Led findings below.