- Homecare service
CRM Healthcare Solutions Ltd
Assessment report published 4 September 2026
Contents
Ratings
Our view of the service
Date of Assessment: 13 July to 27 July 2026. The service is a care at home service providing support to adults of all ages, some of whom were living with dementia or physical disabilities. This was the first inspection of the service since they registered with CQC.
People and their relatives were complimentary about the care received and they praised staff for their caring, empathetic approach and their attention to detail. The service provided was punctual, with consistent carers who always stayed for the duration of the care call. Daily notes written by staff were very detailed and holistic and not just based on the care tasks completed.
Care plans varied in their quality and some people’s care plans did not reflect their current level of needs and risk.
Risks were not always identified and documented and where risk assessments had been completed, these were often generic or did not provide enough information on how to practically mitigate risk. The provider and carers were very knowledgeable about the people they supported. Communication between the leaders in the office and staff meant care plans not being up to date had not impacted on the care provided to people. Medicines were not always given as directed due to timings of care calls, however this had not been identified, addressed or mitigated. More work was needed to ensure guidance was in place for staff around medicines to be given as and when required.
People and their relatives were actively involved in their care and felt listened to. Referrals to other health care professionals were done in a timely manner and outcomes for people were positive.
Leaders were passionate about delivering good quality care and had high expectations of staff. However, staff did not always feel listened to, supported or treated fairly. Staff well-being was impacted by rota planning and shift patterns and staff did not always receive payment for mandatory training or travel time. The provider had introduced some initiatives to improve staffs working week, but further improvements were needed.
There was a lack of oversight and quality checks by way of audits of care records. The provider was relying heavily on the electronic care system to highlight issues. This meant concerns we found on inspection had not been identified. We identified two breaches of regulation during this assessment in relation to safe care and governance. The provider was responsive to feedback throughout the inspection and took prompt action to rectify concerns identified. We have asked the provider for an action plan in response to the concerns found at this assessment.
People's experience of this service
People and their relatives were extremely positive about the care they received from the provider with one relative describing the service as “simply excellent”. They found staff to be caring, empathetic and described them as going above and beyond. One relative told us, “If the carers have done everything before their contracted time, they will even look for other things to do like vacuum the house”.
People reported feeling exceptionally safe and told us staff were punctual, competent and reliable.
One person told us, “I feel very safe with the carers, and they make sure I have everything I need to keep me safe”. Another relative said, “There are absolutely no training requirements. I look upon them as experts in their own field”.
People and their relatives expressed high levels of satisfaction with the compassionate and empathetic nature of the care team.
One relative said, “They can empathise straight away with my relative’s needs... It’s like having a friend turn up”.
Relatives told us how communication with staff and leaders was proactive and responsive. A relative stated, “The carers are quick to respond to any unexpected problems that might occur” and will “liaise with the office to find the solution”.
The leadership and management team received overwhelming praise for their communication, and hands-on dedication. Relatives gave examples of the management team supporting with care which was outside of contracted care hours without hesitation.
One relative said, “To be honest I feel privileged to have my relative using this service because it’s like a close community, especially from the management point of view.”