Our current view of the service
Updated
20 December 2024
Date of Assessment: 19 February to 27 February 2025. The service is a care at home service.
The provider was previously in breach of the legal regulations in relation to safe care and treatment and good governance. Improvements were found at this inspection and the provider was no longer in breach of these regulations.
Staff understood their safeguarding responsibilities and were confident if they raised any concerns they would be dealt with promptly. Systems were in place to ensure any accidents or incidents were recorded and appropriate action was taken. Risks to individuals and staff were identified and well managed. All required checks had been undertaken prior to people commencing employment at the service. Staff received the induction, training and support they needed to carry out their roles effectively. There were sufficient staff deployed to meet people’s needs. Medicines were managed and administered safely.
People’s needs were assessed and person-centred support plans and risk assessments were in place to guide staff. People’s health conditions were well documented and their capacity to consent was identified, documented and respected.
Managers and staff knew people well, and respected and treated people as individuals. Staff placed great importance on ensuring people’s independence was promoted and maintained. Staff told us they felt valued and listened to. A staff member said, “If I have a problem they [managers] are always there.”
Staff involved people in decisions about their care. There was an appropriate system in place to manage any complaints or concerns. The provider and registered manager worked closely together. They had a shared commitment to providing responsive person-centred care and support. There was a range of quality monitoring, auditing and oversight in place. Staff spoke very positively about the registered manager and provider and told us they were approachable and easy to contact.
People's experience of the service
Updated
20 December 2024
Everyone we spoke with was positive about the service and the way it was managed and organised. A person said of the registered manager, “She is brilliant. She will always help and is always on the other end of the phone.”
People told us they felt safe using the service. They said they know the staff who supported them, and staff took time to make sure they received the care and support they needed. People said, “Sometimes they stay a little bit longer than the allotted time. They’re not rushing in and rushing out” and “Sometimes they have a chat as well. I like the chatting part of it. I haven’t come across a bad one yet.” People said it was easy to contact managers and staff. They said, “I usually message them. They always get back to me. There’s no problem there.” People told us staff had the skills they needed to support them. A person said, “They’re wonderful. They’ve had a good training, and they do a good job. They always ask if there’s anything else I want doing.”
People said they had met the registered manager before using the service, and had follow up visits to check if any changes were needed. People told us their consent was always sought, and they were involved in decisions about their care and support.
People told us staff were kind and caring and respected their privacy and dignity. They said, “[Staff member] that comes is lovely. Really nice and chatty. They ask [person] how their doing - how’s your day?” and “They’re very, very kind.” People told us staff listened to them and were flexible to enable their needs to be met, and their choices and independence were encouraged and promoted. The provider and registered manager organised community events and social activities for people and staff. People told us they enjoyed these. One person said, “They are absolutely [person centred]. This year we had a Halloween party then they had a Christmas party. I was really pleased to go and meet other people.”