You are here

Novus Care Limited - Cranleigh Good

Inspection Summary

Overall summary & rating


Updated 24 May 2019

About the service:

Novus Care Limited is a domiciliary care agency. It provides personal care to people living in their own houses in the community and provides a service to adults. On the day of the inspection the service was supporting 41 people with a range of health and social care needs, such as people with a physical disability, sensory impairment or people living with dementia. Support was tailored according to people’s assessed needs within the context of people’s individual preferences and lifestyles to help people to live and maintain independent lives and remain in their homes. Not everyone using Novus Care Limited receives the regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

People’s experience of using this service:

• Staff had received essential training and feedback from people indicated that they knew the best way to care for people in line with their needs and preferences. However, we saw that some staff had not received training in topics that the provider considered essential and refresher training for staff had not routinely gone ahead. We have identified this as an area of practice that requires improvement.

• People were happy with the care they received, felt relaxed with staff and told us they were treated with kindness. They said they felt safe, were well supported and there were sufficient staff to care for them. One person told us, “Their attitude is polite they always come with a smile and they give me confidence”.

• People’s independence was promoted and told us their needs were met. They told us that they had a regular team of care staff who arrived on time and knew them well. One person told us, “It depends on how you feel within yourself, but I feel like it’s a friend coming to my house to help me out”.

• People felt they were offered choice in the way their care was delivered and that they had no concerns around their dignity and privacy in their own homes being respected. One person told us, “They are all pleasant, nice and professional”.

• The provider had systems of quality assurance to measure and monitor the standard of the service and drive improvement. These systems also supported people to stay safe by assessing and mitigating risks, ensuring that people were cared for in a person-centred way and that the provider learned from any mistakes.

• People told us they thought the service was well managed and they received high quality care that met their needs and improved their wellbeing from dedicated and enthusiastic staff. One person told us, “They make a horrible situation so much easier, I’d be lost without them”.

Rating at last inspection: Good (report published 10 October 2016).

Why we inspected: This was a scheduled inspection based on the previous rating.

Follow up: We will continue to monitor the intelligence we receive about this service and plan to inspect in line with our re-inspection schedule for those services rated Good.

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

Inspection areas



Updated 24 May 2019

The service was safe.

Details are in our Safe findings below.


Requires improvement

Updated 24 May 2019

The service was not always effective

Details are in our Effective findings below.



Updated 24 May 2019

The service was caring.

Details are in our Caring findings below.



Updated 24 May 2019

The service was responsive.

Details are in our Responsive findings below.



Updated 24 May 2019

The service was well-led.

Details are in our Well-Led findings below.