Crystal Care Service (Leicester)

Who the service is for.

This service supports older people and people with physical disabilities who are living in their own homes. At the time of our assessment there were 2 people using the service.

Key findings.

We carried out this assessment on 3 July 2026. This service was previously rated as good. This assessment was to confirm whether the rating of good remained accurate. This report does not provide detailed information on areas where we found practice continued to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.The provider promoted a positive learning culture, ensuring that incidents, feedback and concerns were reviewed openly and transparently.

Incidents, concerns and feedback were routinely reviewed, analysed and used as opportunities for learning and improvement.

People received safe and appropriate care that met their individual needs. Staff demonstrated a good understanding of people's preferences and supported them in a respectful and dignified manner. Records reviewed showed care was planned, delivered and regularly reviewed.

People received care and support from a consistent staff team who knew them well. This continuity enabled staff to recognise changes in people's needs promptly and respond appropriately, ensuring care remained responsive and person-centred. A staff member said, “Person centred care is about what the individual wants and prefers, not what anyone else wants or thinks. For example, [Name] likes personal care to be carried out a certain way. We follow their way.”

People were supported by enough staff who had the skills and knowledge to support them safely. Risks were assessed and people were involved in the process. There were effective systems in place to safeguard people from abuse. Medicines were administered safely.

We reviewed records and spoke with staff and managers and found they were working in accordance with the principles of the Mental Capacity Act 2005 (MCA). People had choice and control over their daily lives and were supported to maintain their independence, rights and freedoms. A staff member said, “Before providing personal care, for example to [name], I ask them if they are ready. They say ‘yes’ or ‘no’, or in a ‘little while.’ So I wait until they are ready.”

Effective systems and processes were in place to support the safe and effective delivery of care. These included, but were not limited to, regular audits of key aspects of the service, monitoring of care calls to ensure visits were completed within planned timeframes, and unannounced spot checks of staff practice. These measures enabled the provider to maintain oversight of service quality and ensure people received safe, person-centred care in line with their assessed needs.