Crestar Healthcare Ltd North East

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Date of assessment: 14 August to 2 September 2026.

Crestar Healthcare Ltd North East is a domiciliary care agency providing personal care and support to people in their own homes. Personal care is help with tasks related to personal hygiene and eating. Not everyone who used the service received the regulated activity of personal care. CQC only inspects where people receive personal care. At the time of the assessment there were 9 people receiving a regulated activity. The service supports people with a range of care needs including older people, people living with dementia, mental health conditions, physical disabilities, or sensory impairments.

This was the first inspection of this service.

There was a safe culture which put people at the centre of their care and support. Staff were motivated to deliver quality care which was person-centred and ensured people were safe. Managers promoted feedback from people and staff to improve care and to monitor any changes which might arise to provide support at the earliest opportunity.

Managers and staff were all trained and eager to learn more and improve care and support. The service made good use of electronic systems to monitor visits and support.

People designed their care and support with the service and their relatives, and this was shared effectively with staff and external healthcare professionals when needed. Care plans were reflective of people’s preferences and needs and support was delivered with their consent.

There were enough staff to meet the existing needs of people, with time for staff to get to the call on time and to spend the full call time with the person. There was a good monitoring of whether calls were on time or late, and managers acted when calls were late to improve punctuality.

The provider had clear policies, roles and responsibilities. The provider maintained good systems of accountability and governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate. The managers conducted various quality assurance audits to ensure good care and support delivery and to look for improvements.

People's experience of this service

People and their relatives were universally positive about the care and support provided. People all felt safe with the service, staff turned up without fail and were trusted. Everyone we spoke with said they received support from the same consistent carers, and they were listened to regarding choices and responding to changes. One relative said, “The carers really know [family member], they knock on their door, ask them how they are and always get permission to help them and listen to them.” Another relative stated, “[Family member] didn’t want to accept they needed care, the [staff] have been brilliant, they were patient and went at their speed. Now they look forward to seeing them. It’s such a relief to know they are ok.”

Everyone we spoke to had the telephone number for the office and told us they had no difficulty in getting through and speaking to the manager. All the people we spoke with stated they were happy with the service and would recommend it to others.