16 December 2019
During a routine inspection
People’s experience of using this service:
The risks to people’s health and safety were assessed and used to reduce risk. People were supported safely by staff. Staff ensured any concerns about people’s safety were reported and referred to the authorities where needed. Records viewed, and feedback received, showed staff mostly arrived for calls on time and stayed the agreed length of time. People’s medicines were managed safely. People felt staff understood how to reduce the risk of the spread of infection. There were processes in place for continued learning to ensure people received safe care and support.
People’s assessed needs resulted in effective risk assessments and care plans. Efforts had been made to ensure these records were formed in accordance with recognised best practice guidance. The registered manager acknowledged more needed to be done ensure this was implemented consistently. Staff were well trained and had their competency to carry out their role regularly assessed.
People received support to maintain a healthy and balanced diet. People had access to other health and social care agencies where needed. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. The director told us they would ensure that where relatives had the authority to make decisions on other’s behalf, the appropriate records authorising this were always in place.
The person and relatives we spoke with praised the approach of the staff and they had formed positive relationships with them. People were treated with dignity and respect and people found staff to be kind and caring. People were supported to make decisions about their care needs and staff respected their wishes. People’s records were stored securely to protect their privacy.
People’s care was provided in their preferred way. Records provided staff with enough guidance to provide person-centred care. The provider was working to ensure information was always provided in an accessible format. Complaints were handled appropriately and in-line with the provider’s complaints policy. People did not currently receive end of life care..
Relatives would recommend this service to others. Staff had a good understanding of people’s needs. They enjoyed their role and provided care in accordance with the provider’s aims and values. People’s views were welcomed and valued, and action was taken to address any concerns. Quality assurance processes were in place to continually assess the standard of the care provided.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection: This service was registered with us on 7 November 2018 and this is the first inspection.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.