Our current view of the service
Updated
2 December 2024
Date of Assessment: 6 to 20 December 2024. The service is a domiciliary care agency. It provides personal care to people living in their own homes. They supported adults of all ages. At the time of the inspection they were supporting 8 people. The service had made improvements and was no longer in breach of regulations. Monitoring and quality assurance systems had been implemented to ensure they were more effective in identifying areas for improvement and improving people’s care. The management of people’s medicines had improved. Records were being updated and staff had completed competency assessments before they supported people with their medicines. People were protected and kept safe. Staff understood people’s needs and managed any risks related to their care. There were enough staff with the right skills, qualifications and experience. Staff had shadowing opportunities and time to review people’s care records to fully understand their communication, personal and health needs. People were involved in assessments of their needs and decisions about their care. People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. Staff monitored people’s health to support healthy living. People received fair and equal care and treatment. People with protected characteristics felt supported. People knew how to give feedback and were confident the service would take the appropriate action. The service supported staff wellbeing and considered any personal circumstances. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles.
People's experience of the service
Updated
2 December 2024
People and their relatives were very positive about their care and highlighted how supportive, caring and compassionate all members of the staff team were. People and their relatives told us they were matched with staff who were able to speak with them in their first language and understood their cultural and religious needs. Comments included, “This really helps as my [family member’s] English is limited so this makes it much easier for them to communicate and express themselves” and “This was something that we requested as a key part of the care and this request has been met. We are all very happy with this service.” People and their relatives told us they felt safe with their care and felt staff were experienced and had a good understanding of their needs. A person said, “The staff are very competent in using equipment like the hoist. They are careful, explain what they’re doing and ensure my comfort throughout. I’ve consistently had positive experiences with this.” Feedback highlighted people were treated as individuals and the provider listened to them to ensure they were fully involved in decisions about their care. Comments included, “The care staff have taken the time to get to know me and always listen to my preferences. This makes the care feel very personalised” and “Everything the carer does has been agreed with my [family member]. With this, it has been tailored to their needs.” People were encouraged to give feedback about their care to ensure it was person centred and met their needs. People and their relatives were positive about the management of the service and told us they would recommend the service to their friends and family. A person added, “The management is excellent. They regularly seek feedback and carry out spot checks, which gives me confidence in the quality and consistency of care provided."