This was the first inspection of the service since being re-registered with the Care Quality Commission (CQC) as a Limited company on 06 April 2016. The service had previously been registered with the CQC as a partnership.

Crediton Care Services Limited provides personal care and support to people who may be living with physical or sensory impairments or dementia and are living in their own homes in Crediton and the surrounding areas. At the time of our inspection there were 52 people receiving a service.

This inspection took place on 1, 3 and 11 August 2017.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The service was exceptionally caring. People received support from caring, committed and compassionate staff. A strong caring ethos was promoted by the registered manager and company director, which ensured the staff team kept people at the heart of the service. Staff sought ways to improve people’s lives and people using the service said staff frequently went over and above to assist them and ensure they were happy and safe. Comments included, “I find them excellent. The staff are very nice, caring people. I look forward to their visits”; “They (staff) are like part of the family…they make it easy and take away the worry” and “Although I am alone, I am not alone with them (staff)…” People described how the service had been essential in reducing the risk of social isolation.

There were sufficient numbers of staff employed to provide people with their planned service. People were supported by a stable, skilled and caring team, who knew each person well and provided continuity of care for them. People said they were safe using the service because it was reliable, staff were well trained and caring. Comments included, ““This is a service I can rely on…” and “I feel safe with the girls; they treat me well…” Missed visits were rare; there had been two missed visits due to a rostering error in the past 12 months.

Staff were knowledgeable in relation to safeguarding people from abuse and they knew how to keep people safe from avoidable harm. Risks to individuals had been identified and there was guidance for staff on how to keep people safe. Where people were assisted with their medicines this was managed safely. There was an effective recruitment and selection process in place and the necessary relevant checks had been obtained before new staff started to work alone.

People’s right to make decisions for themselves was respected and staff sought consent when delivering care and support. People were supported to ensure they had a sufficient amount of food and fluid to promote their wellbeing. People received support from staff who understood and responded to their health needs.

People’s needs had been assessed before their care commenced. People and their relatives (where appropriate) confirmed they had been involved in creating and updating their care plans. All felt involved in making decisions about the care and support they needed. One person described the “partnership” of care that had formed, ensuring they were fully involved in their care and support.

People said that they knew they could contact the provider at any time, and they felt confident about raising any concerns or other issues.

The provider had some systems for monitoring the quality of the service provided, but these were not always formally documented to evidence actions taken. However the provider was embedding the processes and making improvements to strengthen their systems.