About Us

At My Crew Healthcare, we believe good care begins with listening.

Our purpose is to support people to live safely, independently and with dignity, while remaining connected to the people, places and everyday experiences that matter to them.

We understand that no two people are the same. That is why our care and support is built around the individual — their needs, routines, preferences, strengths, relationships, communication and personal goals.

We want the people we support to feel respected, listened to and in control of their own lives.

Who We Are

My Crew Healthcare is a family-led health and social care provider supporting people in their own homes and communities.

We believe good care should never feel like a one-size-fits-all service.

Before support begins, we take time to understand the individual. We want to know what is important to them, what they can already do independently, where they would like support and what they would like to achieve.

Our approach is based on building trusted relationships and providing care that is safe, respectful, dependable and responsive.

We work closely with individuals, families, social workers, commissioners, health professionals and other people involved in a person’s support.

For us, care is not simply about completing tasks.

It is about helping people live the life that matters to them.

Why We Exist

We believe everyone deserves the opportunity to live a fulfilling life in a place they call home.

People should be supported to make choices, maintain relationships, participate in their communities and do as much for themselves as possible.

Our role is to provide the right level of support while avoiding unnecessary dependence.

That can mean helping somebody maintain skills they already have, develop new skills, rebuild confidence after illness or simply feel safer and more secure at home.

Good support should enable people — not take over their lives.

We aim to help people:

maintain their independence;
make meaningful choices;
feel safe and secure;
maintain important relationships;
participate in their community;
develop confidence;
maintain or learn everyday skills;
achieve personal goals;
feel listened to and respected.

Everything we do is guided by four key principles.

Our Approach

Person-Centred

The individual is at the centre of their support.

We take time to understand each person’s preferences, routines, communication, health needs, abilities and goals.

Care plans should reflect the person receiving support — not simply contain a generic list of tasks.

Wherever possible, people are supported to participate in decisions about their own care and everyday life.

Safe and Well-Governed

People have the right to receive safe, high-quality care.

We maintain clear policies, procedures, risk assessments and quality-monitoring processes designed to protect the people we support.

Safeguarding is everyone’s responsibility.

Staff are expected to recognise concerns, report them promptly and follow the correct procedures.

We also review incidents, complaints, concerns and feedback so that lessons can be identified and improvements made.

Reliable and Responsive

Good care depends on people being able to rely on their support.

We aim to provide consistent care from staff who understand the person’s needs and routines.

We also recognise that people’s circumstances can change.

When needs change, we listen, review the situation and work with the individual and relevant professionals to ensure support remains appropriate.

Skilled and Supported Staff

The quality of a care service depends heavily on the people providing the care.

We therefore place strong emphasis on recruitment, induction, training, supervision and ongoing development.

Staff are supported to understand not only what they need to do, but how they should provide support in a respectful and person-centred way.

Caring. Responsive. Effective. Well-Led.

These principles describe the standard we expect throughout My Crew Healthcare.

Caring

We treat every person with kindness, dignity, compassion and respect.

We recognise that our staff are entering somebody else’s home and life.

People’s privacy, belongings, routines, relationships and choices must always be respected.

Responsive

We listen.

We respond to people’s individual needs rather than expecting the person to fit around the service.

When circumstances, health needs or preferences change, support should change with them.

Effective

We want our support to make a meaningful difference.

That means clear care planning, trained staff, good communication, regular reviews and a focus on outcomes that matter to the person.

Success may mean maintaining someone’s independence, helping them learn a new skill, preventing avoidable deterioration or simply enabling them to continue living safely at home.

Well-Led

Quality care requires good leadership and strong governance.

We use supervision, audits, care-plan reviews, staff meetings, feedback, competency checks and service monitoring to understand what is working well and what needs to improve.

We expect openness, accountability and continuous improvement throughout the organisation.

How We Protect Quality

Quality and safety are central to the way My Crew Healthcare operates.

We take a proactive approach rather than waiting for problems to happen.

Our quality arrangements include:

Safer Recruitment

We carry out appropriate recruitment checks and look for people whose values and approach are suitable for care work.

Training and Development

Staff complete induction and training relevant to their role and the people they support.

Training is supported by supervision, competency monitoring and ongoing learning.

Care Planning

Care and support plans are developed around the individual’s assessed needs, preferences, risks and desired outcomes.

Plans are reviewed when circumstances change and at planned review points.

Supervision and Monitoring

Staff receive regular supervision and their practice may be monitored through observations, spot checks, competency assessments and audits.

Safeguarding

Concerns about abuse, neglect, exploitation or unsafe practice are taken seriously and escalated through the appropriate safeguarding procedures.

Medication Safety

Where medication support is provided, it is delivered according to the person’s assessed needs, current medication records and My Crew Healthcare medication procedures.

Incident Learning

Incidents and concerns are reviewed so that we can identify what happened, whether further action is required and what can be learned.

Listening to Feedback

We encourage feedback from the people we support, their families and involved professionals.

Positive feedback helps us recognise good practice.

Concerns and complaints help us identify where something needs to change.

Registered and Regulated in Wales

Regulated by Care Inspectorate Wales

My Crew Healthcare’s regulated care services in Wales are registered with and regulated by Care Inspectorate Wales (CIW).

Care Inspectorate Wales provides independent oversight of regulated social care services in Wales.

Regulation provides additional assurance that services are expected to meet appropriate standards in areas such as:

quality of care and support;
safeguarding;
leadership and management;
staffing;
record keeping;
people’s rights;
wellbeing;
complaints;
governance and quality monitoring.

We view regulation as an important part of accountability and continuous improvement.

Quality, safety, dignity and accountability matter in everything we do.

The People Behind the Care

Our staff are at the heart of My Crew Healthcare.

We want to recruit people who are not only capable of providing care, but who genuinely understand what respectful support means.

We look for staff who are:

kind;
reliable;
respectful;
patient;
professional;
willing to listen;
good communicators;
committed to learning;
able to recognise people’s strengths as well as their support needs.

Skills can be developed through training, but values matter too.

Our staff receive induction, training, supervision and ongoing support to help them provide safe and person-centred care.

We want staff to feel confident in their roles while also understanding that they remain accountable for the standard of care they provide.

Choice and Independence

We believe people should have as much control over their lives as possible.

Receiving support should not mean losing ordinary choices.

Wherever possible, people should be able to make decisions about things such as:

what they eat;
what they wear;
when they get up;
when they go to bed;
how they spend their time;
who they see;
hobbies and activities;
their home;
their routines;
personal goals;
how they would like staff to support them.

Our staff are encouraged to support with people rather than automatically doing everything for them.

For example, instead of simply preparing every meal for somebody, support may involve helping that person choose what they want, prepare ingredients and participate in cooking according to their abilities.

Small steps towards greater independence can make a significant difference.

Dignity and Respect

Every person has the right to be treated with dignity.

This includes respecting:

personal privacy;
cultural identity;
religious beliefs;
relationships;
communication preferences;
personal space;
possessions;
choices;
routines;
lifestyle.

Care should never make somebody feel that their home has become a workplace.

Staff are guests in the person’s home and should behave accordingly.

Working With Families and Professionals

Good care often depends on good communication.

Where appropriate and with the person’s consent, we work collaboratively with family members and people who are important to them.

Families can provide valuable knowledge about someone’s history, communication, preferences and routines.

We also work with professionals such as:

social workers;
occupational therapists;
community nurses;
GPs;
physiotherapists;
pharmacists;
mental-health professionals;
local-authority teams;
other members of the multidisciplinary team.

Our aim is to ensure everyone involved understands the person’s needs and works towards consistent outcomes.

The individual receiving care remains at the centre of this process.

What Matters to Us

Independence

Treating every person with respect, privacy and compassion.

Supporting people to do as much for themselves as possible.

Choice

Helping people make meaningful decisions about their own lives.

Consistency

Providing dependable care and building trusted relationships.

Safeguarding

Protecting people’s safety, rights and wellbeing.

Community Connection

Helping people remain connected to family, friends and their local community.

Professionalism

Working with integrity, honesty, accountability and respect.

Continuous Improvement

Listening, learning and improving the way we provide support.

Care That Starts With the Person

At My Crew Healthcare, we see the person first.

Not simply their age.

Not simply their disability.

Not simply their diagnosis.

Not simply the number of care hours they receive.

We want to understand who they are, what matters to them and what a good life looks like for them.

Every decision we make should help the people we support feel:

Safe.

Respected.

Listened to.

Valued.

Supported.

And in control of their own lives.