- Homecare service
Crystal Caring
Assessment report published 11 August 2025
Contents
Ratings
Our view of the service
Date of assessment: 19 May 2025 to 19 June 2025.The inspection was prompted in part by notification of an allegation that a service user was at risk of harm. This incident is subject to further investigation by CQC as to whether any regulatory action should be taken. As a result, this inspection did not examine the circumstances of the incident. However, the information shared with CQC about the incident indicated potential concerns about the delivery of personal care. This inspection examined those risks. People received appropriate care and treatment in relation to personal care. The service assessed risks relating to the health and safety of the service and put measures in place to reduce any risks. Staff told us they were supported and completed a wide range of training relevant to their role. Staff promoted people’s independence, choice and control. The manager fostered a positive culture where people were able to share any feedback and raise any concerns. The service worked well with healthcare partners and other care providers. We received consistently positive feedback from people, their relatives, staff and partners who worked closely with the service. However, we found there was not a clear process in place to ensure people were safeguarded from abuse, and lessons were not always learnt following incidents to improve practice. People’s risks were not always managed safely. People’s care plans lacked some information in relation to communication methods and end of life care planning. The provider did not always work in line with the Mental Capacity Act, in relation to ensuring people were involved in decisions about their care. Audits were not always effective in relation to the management of medicines. We identified 2 breaches of the legal regulation in relation to safeguarding service users from abuse and good governance. In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/ or appeals have been concluded.
People's experience of this service
People and their relatives spoke positively about the service. One relative told us, “Since Crystal Caring has taken to looking after my [relative] it has been a breath of fresh air!” People told us the service supported them to regain their independence and promoted choice. They told us they felt able to raise any concerns and felt they would be listened to. People described how they appreciated the continuity of care. One person told us, “[Staff] are in one word, amazing. All the girls, I have seen quite a few. If we have the same person as much as possible, you don’t have to keep explaining things and they have done their best to do that. I don’t think without them I would be here, I swear it. They are unbelievable girls, they should be paid millions if I had the choice”. People and their relatives told us staff were sometimes late but understood the reasons for this and told us they were usually informed if this was going to happen.