28 June 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:
People told us they felt safe and well supported. Staff had a good understanding of how they protected people from harm and recognised different types of abuse and how to report it. Potential risks to people had been identified through assessments and people had been involved with decisions in how to reduce the risk of harm to them. There were enough staff on shifts to keep people safe and meet their needs in a timely way. People’s medicines were managed in a safe way. Safe practice was carried out to reduce the risk of infection. Where incidents had happened, lessons had been learnt and shared with the staff group.
People’s care was assessed and reviewed with the person involved throughout. Where people had support with their meals they were given food they enjoyed. 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 support this practice. Staff worked closely with external healthcare professionals and followed their guidance and advice about how to support people following best practice.
People were cared for by staff and management team who were passionate about supporting people to have a comfortable and dignified death in their own home. Staff demonstrated empathy and understanding for the people and relatives who were under their care. People were supported by staff who were warm and considerate towards them, who people considered friends. The management team and staff consistently went the extra mile. People and their relatives felt involved and supported in decision making. People's privacy was respected, and their dignity maintained throughout.
The delivery of care was in line with people’s preferences. Any changes in people’s care was communicated clearly and promptly to the staff team. Staff were trained to support people with their end of life care. People had access to information about how to raise a complaint.
The registered manager and management team were open, approachable and effective. They focussed on providing person centred care. They engaged well with other organisations and had developed strong and positive working relationships. The checks the registered manager made to ensure the service was meeting people’s needs focused upon people’s views and experiences. They promoted strong community links to ensure people could access the support they needed.
Why we inspected: This service was registered with us on 18/06/2018 and this is the first inspection. This was a planned inspection.
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.