Our current view of the service
Updated
31 October 2024
Date of Assessment: 5 November to 14th November 2024. The service is a domiciliary care agency. It provides personal care to people living in their own homes. They supported adults of all ages, mainly older people including those living with dementia. At the time of the inspection they were supporting 7 people, but only 2 of them received personal care. People were protected and kept safe. Staff understood people’s needs and managed any risks related to their care. There were enough staff with the right skills, qualifications and experience. The provider made sure staff received training and regular supervision to support them in their role. People and their relatives were fully involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. The registered manager worked closely with people, their relatives and health and social care professionals to ensure the best outcomes. Staff involved people and made sure they understood their care and treatment to enable them to give informed consent. People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. Staff responded to people in a timely way. The service supported staff wellbeing. People were involved in decisions about their care. People knew how to give feedback and were confident the service would take it seriously. People received fair and equal care and treatment. Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. The registered manager was dedicated to ensure people received a good standard of care, and was open to feedback for further learning and improvement. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities.
People's experience of the service
Updated
31 October 2024
People and their relatives were very positive about their care and support and praised the kind and compassionate attitudes of the staff team. Staff understood the importance of building positive relationships with people and involving them in all aspects of their care. Relatives confirmed this and complimented how staff interacted and engaged with their family members. Comments included, “They are so caring and have compassion. They have a great quality about them which makes them provide a great service” and “They are very nice and polite, they look after [family member], keep them company. We are very grateful and cannot ask for anything more.” People and their relatives told us they felt safe with their care and staff had a good understanding of their needs. Comments included, “It’s a very safe service and it gives us reassurance. It is much appreciated” and “They are aware of any safety risks and understand this well. The carers have a good understanding of their needs.” People were encouraged to give feedback about their care and support to ensure it was meeting their needs. A relative said, “[Registered manager] made it very clear from the start, if there was anything we felt that was not going well, let them know. If it’s about personal care, any moving and handling issues, how the carers interact, any element, just let them know.” People and their relatives had a great deal of confidence in the service and said the registered manager was dedicated in her role. This included covering shifts and going above and beyond when needed to ensure people’s needs were met. The registered manager had a visible presence and visited people regularly. A relative said, “I can call her directly and she is always available, this is never a problem and she is always there. I have no issues or concerns whatsoever and we are very happy with the care.” Another relative told us they wanted to continue using the service for as long as possible as they were so happy.