About the serviceComplete Care is a domiciliary care service that was providing personal care to 52 people.
People's experience of using this service
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
People received safe care and support because systems and processes in place ensured any risks were safely managed by staff, and their needs met with minimal restrictions in place. Staff had received training and clear guidance was followed to help people to understand how to remain safe from avoidable harm and abuse.
People and their relatives told us they were happy with the service provided. Staff understood the importance of providing person-centred care and had developed positive relationships with people. We spoke with one relative who expressed they would like to speak to the provider in relation to a few changes they would like to be made. We spoke to the registered manager who was not aware of these and arranged a meeting.
People told us that regular carers turned up on time, however cover care workers were sometimes late. We spoke to the registered manager about this.
Medicines were managed and administered safely. Records confirmed people had received their medicines as prescribed. Where there had been previous issues these had been investigated and lessons learnt from the provider.
People were involved in their care planning. Records were person-centred and evaluated. These were in the process of moving to electronic records.
People and their relatives told us they were confident if they had any complaints the registered manager would address them appropriately.
Staff received appropriate induction, training, and support and applied learning effectively in line with best practice. This led to good outcomes for people and supported a good quality of life.
Staff were friendly and polite. Staff took time to get to know people. They had a clear understanding of, and how to support, people's individual and diverse needs.
The provider completed records to ensure quality assurance remained a priority and was effective in maintaining standards and driving improvements.
For more details, please see the full report which is on CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good, (published March 2017).
Why we inspected
This was a planned inspection based on the previous rating.
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.