The inspection of the office location took place on 30 December 2016. On 5, 6 and 12 January 2017 we contacted people and relatives for feedback about the service they received. On 9 January 2017 we visited people in their own homes to receive face to face feedback on the service they received. Crocus Community Care provides personal care and support to people living in their own homes. There were 22 people being supported by the service at the time of our inspection. We gave the provider 48 hours' notice that we would be visiting the office to make sure that the appropriate people would be there to assist us with our inspection.

The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 and associated Regulations about how the service is run.

The service demonstrated they were 'Service user focused' and had systems and processes in place to monitor and improve the service to achieve a consistently high standard of care and support for everyone who used the service. There was a call monitoring system in place and spot checks were carried which ensured visits to people were provided at the agreed times.

People told us they received care and support that met their individual needs. People were involved in the development, planning and review of their care.

Staff knew people well and treated them with dignity and respect. Care plans were personalised and contained detailed information about people’s support needs and risk assessments were detailed and specific providing staff with all relevant information to ensure risks were both identified and mitigated where possible. Staff knew how to recognise and respond to any allegations of abuse. Medicines were managed safely.

People were supported by sufficient numbers of staff that were recruited through a robust process which helped ensure staff were suited for the roles they performed. Staff were inducted and received on-going training and support. Staff had individual supervisions, team meetings and regular contact with office staff to share good practice and discuss any concerns.

People were supported to make their own decisions, and to retain where possible everyday living skills and abilities and their choices were respected. Their views were obtained through a variety of communication feedback methods and people’s views were taken into account.

During our inspection on 11 October 2013 we spoke with two people who received a service from this agency and three other people’s relatives. People made positive comments about the service they received. One relative told us they were very pleased with the care provided and that the care workers were, “very professional.” They said “We couldn’t manage without them.” Another relative said, “They are absolutely wonderful. They are so kind. My [relative] has dementia and doesn’t remember their names, but [person] lights up when the carers come in. They are genuinely lovely girls.”

People’s views and experiences were taken into account in the way the service was provided and delivered in relation to their care and people were encouraged to be as independent as possible. One relative told us, “[The care workers] don’t just do things for my [relative], they let and encourage [them] to do the things [they] used to do like changing the bed.” Everyone we spoke with told us the agency staff treated people with dignity and respect.

Care was planned and delivered in a way that ensured people’s safety and welfare. People told us that the care they received from this service met their needs. One person’s relative told us the staff were, “very understanding” of the behaviour of their person who was living with dementia.

The provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines.

During our inspection on we found there were effective recruitment and selection practices in place. This meant people were cared for by suitably qualified, skilled and experienced staff.

The provider had effective systems in place to identify, assess and manage risks to the health, safety and welfare of people who use the service and others and to assess and monitor the quality of service that people receive.