19 November 2019
During a routine inspection
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
People told us they felt safe. Where there were risks to people’s safety and wellbeing, these had been assessed and the provider had done all that was reasonably practicable to lessen those risks.
People's care and risk management plans set out the care tasks they required help with and these contained personalised information about people and their preferences for how they liked to be supported.
There were robust systems in place to monitor the quality of the service and recognise when improvements were required. The provider was transparent and there was clear communication within the team, so they learnt from mistakes and made improvements when things went wrong.
We received positive feedback from people and their relatives about using the service. One person said, “They are very nice, they help me a lot” and a relative stated, “Yes they are very caring, and I am happy with them.” People said staff were caring and treated them with dignity and respect. Staff sometimes provided extra support and assistance to people when this was not part of people's contractual care arrangements.
The provider made sure there were enough staff to support people and staff usually arrived at people’s homes on time. Staff received induction, training and supervision and felt supported in their roles.
The provider sought feedback from people, relatives and staff and used this to develop the service. People and staff were confident they could raise any concerns they had with the registered manager.
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.
Adult social care professionals told us managers were responsive to and worked in partnership with other agencies to meet people’s needs.
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The service has recently been re-registered and this is the first inspection of the service under the new provider. The last rating for this service under the previous provider was requires improvement (published 10 December 2018).
Why we inspected
This was a planned inspection based on the new registration and the rating under the previous provider.
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.