Great Grace Services Ltd

Updated 24 November 2025

Dates of Assessment: 27 November to 12 December 2025.

Great Grace Services Limited provides care and support to people living in their own homes in the Crawley area of West Sussex. Not everyone who used the service received personal care. CQC only inspects where people receive the regulated activity of personal care. The service provides personal care to adults living in their own homes, some of whom were living with long term health conditions, as well as conditions associated with old age and frailty. This was the first inspection of the service.

Staff generally understood and managed risk but records did not always provide enough detail. Staff were recruited safely but there were some shortfalls in the documentation. Governance systems in place had not always identified shortfalls or actions for improvement. Medicines were generally managed safely, however, documentation for PRN and specific protocols required strengthening. Following our feedback, the manager took immediate action to rectify these issues.

There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training and regular appraisals to maintain high-quality care. People and family members knew how to give feedback and were confident the service took it seriously and acted on it. The provider, who was also the registered manager was actively involved in the day to day running of the service and created an open and inclusive culture for people, their family members and staff. Staff felt valued by the provider and were encouraged to give feedback. People and family members were central to assessments of their care needs.

The provider demonstrated a positive culture of safety and learning. Staff understood safeguarding responsibilities and felt confident to raise concerns. Systems were in place to investigate incidents and share lessons learned. Partnerships with families and professionals supported continuity of care, and staff acted promptly when people’s needs changed.

The provider was in the process of implementing an electronic care planning system and formalising governance arrangements. Leaders were visible and responsive, and staff described a positive, inclusive culture. Equality and diversity were promoted, and staff understood human rights and person-centred care.

Updated 24 November 2025

People and their relatives were consistently positive about the care and support provided. They described staff as kind, compassionate and respectful, ensuring privacy and dignity at all times. Families told us staff took time to understand individual preferences. One relative said, “The staff are respectful, observing privacy and dignity. They are very kind and compassionate, never rushed and never show signs of being under pressure.”
People felt safe and well cared for. Relatives confirmed carers arrived on time, stayed the full duration and wore personal protective equipment (PPE) during visits. They said staff provided personal care, meals and medication reliably, and homes were kept clean and hazard-free. Families were confident the service could adapt to changing needs. One relative told us, “We are in a transition phase at the moment as person’s care needs may increase. I have no doubts that this care company will be able to accommodate that.”
People were supported to make choices and maintain independence wherever possible. Care plans reflected people’s needs, and staff encouraged people to do tasks for themselves safely. Consent was sought before care tasks, and relatives confirmed they were involved in planning and reviews. One family member told us, “[Named person] still retains some independent skills which are supported by the carers. They ask for consent when they do tasks. They [support the person to] make their own choices and decisions.”
Communication was described as open and responsive. Families said they could raise concerns and felt listened to, and staff acted promptly when needs changed. Care plans were person-centred and accessible to families, who appreciated being kept informed.
People’s cultural and social needs were considered, and staff understood equality and diversity principles.