Evelyn Grace Ltd

Updated 23 April 2026

Date of assessment: 28 April 2026-26 May 2026.

Evelyn Grace Ltd is a care at home service. At the time of our assessment, 34 people were receiving support with personal care in their own homes. The service currently provides support for older adults.

Overall, we found the service to be good. People experienced compassionate and responsive care delivered by 2 registered managers and staff who knew them well.

The service was well led, with visible, dedicated and hands-on leadership from the 2 registered managers who worked alongside staff and maintained close relationships with people using the service. There was a good culture of compassion with examples of thoughtful, personalised support that enhanced people’s well-being and quality of life. The registered managers demonstrated a willingness to reflect, learn and make improvements to the service.

The registered managers supported each other and worked alongside staff to build an open and inclusive culture for people, their families and staff. People using the service and staff were confident they could contact the registered managers if they had any issues. The registered managers sought people’s views about the service and learned from the feedback they received.

People were supported by a caring and stable staff team who received training, support and regular supervision. The provider placed an emphasis on staff well-being and ensured staff had the opportunity to develop skills and support people’s individual needs.

People were involved in decisions about their care, and care plans were regularly reviewed and adapted as needs changed. Staff worked closely with health and social care professionals to ensure people received coordinated support, and people and relatives told us communication with the registered managers was open, responsive and reassuring.

Medicines were managed safely, with systems in place to support prompting and administration.

Staff protected people from the risk of harm or abuse and knew how to raise concerns. Staff kept people’s homes clean and followed infection prevention and control procedures to keep people safe.

Staff monitored people’s health needs and quickly sought medical advice in response to any changes. Staff followed professional advice, reviewed outcomes and provided feedback to professionals as and when needed.

People benefitted from a consistent staff team, which included the 2 registered managers, who understood and respected people’s preferences and upheld their dignity. Staff provided person-centred care and knew who and what was important to the people they supported. The registered managers arranged social events to help people feel part of the community. People and their families described care that supported emotional well-being, individuality and a genuine sense of feeling well cared for.

In conclusion, the service was characterised by a positive, values-led culture where people felt safe, cared for and respected, and where the registered managers and staff were committed to providing a consistent quality caring service.

Updated 23 April 2026

People and their relatives told us they felt positive about the support provided by the service. People described feeling safe, respected and well cared for, with care that was flexible and tailored to individual needs. Many spoke warmly about the kindness and reliability of staff and the strong relationships that had developed over time.

We received examples from people and their relatives where the registered managers and staff team ensured people experienced thoughtful care that considered their needs, likes and wishes. People were supported when they were grieving the loss of a person in their life or a pet, or if they were celebrating an event such as Christmas. The staff team ensured people knew they were not alone during difficult or good times.

People felt safe and reassured by the care they received. Relatives told us there were no concerns about abuse or harm and that staff were quick to notice changes in health or mood. One relative said, “He’ll never tell me if he’s not feeling well, but he will tell the carers, and they tell me anything important.” Another commented, “Nothing seems to be too much trouble, they’re (staff) totally reliable.” This showed people and relatives trusted the staff team.

People described staff as caring, compassionate and respectful. Acts of kindness from the registered managers, such as supporting people during bereavement or special occasions, were particularly valued and helped people feel cared about as individuals. We heard how staff knew people well, understood their routines and communicated in ways that helped people feel at ease. One person said, “They’re (staff) supportive, polite and cheerful. I still do what I can, and I never feel staff want to take over.” Relatives shared that staff brought warmth and humour into visits, with one telling us, “We hear laughter, they (staff and person using the service) sometimes sing together when he gets a shower.”

People were supported to maintain their independence and confidence. Staff encouraged people to do as much as they could for themselves and to remain socially engaged. One relative said, “His carers have encouraged him, and he has been out with them for short walks in the gardens. It’s a start.”

People and relatives said they were always involved in care planning and felt listened to. People were supported to have control over their lives. Care plans were reviewed as needs changed and communication with the registered managers was described as open and accessible. One relative said, “It’s a really open relationship with equal partners.”

Overall, the feedback we received described to us was one of warmth, trust and strong relationships. People felt valued as individuals and spoke highly of the consistency, compassion and commitment shown by staff and the registered managers.