About the service: This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults. At the time of the inspection, it was providing care to 26 people.People’s experience of using this service:
People experienced a reliable service, with personal care delivered by compassionate, kind and well-trained staff. One person said, “I can’t fault them they are very good. Nothing is too much trouble. They are meticulous and always arrive on time. The staff are tremendous and very pleasant. If I need emergency cover they send someone as extra cover. Another person said, “They treat me and my husband with respect. They maintain our privacy. They are brilliant, and we know them all. They are very well trained.”
Staff had a good understanding of people's needs and provided person-centred care which put people at the heart of the service. They continued to find ways of supporting people to have a good quality of life.
People are supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice.
People were supported by consistent staff. Enough staff were available to ensure people's wellbeing, safety and security were protected. Robust recruitment and selection process’ were in place.
Staff were provided with an induction and had been trained to ensure they could meet people’s needs.
Positive relationships had developed between people and the staff that supported them. People and their families were involved with care planning and staff knew people well and could explain their histories and personal preferences.
Information included guidance for staff, so they could follow a structured approach to providing person centred care. When people had been supported at the end of their lives, relatives told us, staff were supportive, competent and understanding.
Systems were in place to seek the views of people who used the service and monitor the quality of the service people received. Spot checks, care planning review meetings and audits were carried out on a regular basis.
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 last rated Good. (8 June 2016)
Why we inspected: This was a planned inspection based on the previous rating.
Follow up: We will continue to monitor the service through the information we receive, and inspect the service if risk is indicated.