Enchanting Care

Updated 3 September 2025

Date of Assessment: 4 September to 18 September 2025. This was a comprehensive assessment of all 5 key questions triggered by our ongoing monitoring of the service. The service is a care at home service providing support to adults of all ages living in their own homes. At the time of the inspection 39 people were using the service. Although the service had the service user band learning disabilities or autistic spectrum disorder, no-one under this service user band was being supported at the time of the assessment. CQC only inspects where people are receiving the regulated activity personal care. This is help with tasks related to personal hygiene and eating.

There was a positive learning culture, where the provider was proactive in seeking feedback and implementing learning to make improvements. People and their relatives knew how to give feedback and were confident the provider took it seriously and acted on it. People were protected and kept safe from abuse. Staff were happy to raise any safety concerns and felt they would be dealt with properly. There were enough staff in place. Some improvement was needed to recruitment records.

People were consulted around how they wished their care to be carried out. Staff understood and managed risks related to people’s care, however some risk records needed to be more detailed. Safe systems were in place to ensure medicines were administered appropriately where required by competent staff. Staff worked with stakeholders involved in people’s care to promote the best outcomes and safe transitions when people moved between services. The provider made sure staff received training including condition specific training to maintain high-quality care. Staff cared for people with dignity and respect and promoted their independence. People were treated with kindness and compassion and had a good level of consistency in care staff.

Leaders were visible and supportive, helping staff develop in their roles. The provider was taking action to ensure the manager completed their registration with CQC. Staff felt able to give feedback and were treated equally. Audits were in place and mostly effective, but the provider had not picked up the issues we found with recruitment and risk records. The provider worked during the assessment to rectify these processes and put in place appropriate oversight going forward. The provider worked with stakeholders in the local community to deliver the best possible care and were receptive to new ideas.

Updated 3 September 2025

We spoke with 5 people, and 5 relatives of people who used the service to gain feedback about their experiences of receiving care from the provider.
People and relatives we spoke with were positive about staff, telling us they were happy and felt safe receiving care. Comments included, “I feel very safe in their care,” and “I am happy with the care. They [staff] are very good.”

We were also told people received regular staff and when new staff attended, they were well trained. People told us staff were effective, well trained and very efficient.
Feedback on timing of calls was good, with people telling us they were happy with their staff who they felt were good and consistently arrived on time. One person said, “I am very happy with the carers [staff] who arrive on time and stay the full duration.”

People and relatives did not raise concerns about their medicines. They told us staff knew people’s needs well, and they had worked with the provider to give a lot of information at the start of their care package. This included preparing their own detailed care plans. One relative told us, “The carers are very kind and caring. [Relative] has a folder care plan and (it) is on the App.”
We were also told the provider came out to review people’s care to ensure their needs were being met. A relative said, “[Relative] is due for a review which will be carried out with myself and [my relative]. The manager is coming out to assess [my relative’s] up to date care needs.”

People and relatives told us staff were kind, caring and compassionate when delivering care. Comments included, “The carers (staff) are kind and understanding. They are very obliging and thorough”, “The carers (staff) are very kind and caring” and “The carers are kind and compassionate, I cannot criticize them in any way.”
People and relatives told us they knew staff and leaders well, including receiving visits from senior staff. They also told us they thought the service was well run and they would recommend them.