Fairplay - Home Based Support Service

People's experience of using this service: People received safe care from staff who knew them well. Potential risks to people's health, well-being or safety had been assessed to help keep people safe. Staff helped people to move safely using suitable equipment and understood the safe moving and handling techniques that were needed. Each person who had a small team of staff who provided their care. There were suitable arrangements for the safe storage, management and disposal of medicines and people were supported to take their medicines by trained staff. There were systems in place to help promote infection control and lessons were learnt where things went wrong.

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 received training to support them to be able to care for people safely. People were supported to have their specialist diets and staff understood how to ensure they received the nutrition they needed. The overnight accommodation was part of a day care provision and people felt this met their needs.

People had regular staff who provided care and positive relationships had been developed. Where people received care in their home, the staff arrived on time and stayed for the duration of the call. People had not experienced any missed calls. Staff knew how to provide care in a way that met their needs, routines and preferences and this was reviewed with them and their family. Staff had received an induction, ongoing training and had regular opportunities to discuss their work, training and development needs with the registered manager.

People's diverse needs had been assessed and staff had guidance of how to meet people's needs and achieve positive outcomes. The registered manager had developed positive links with external professionals and strived to continually develop the service, based on best practice guidance.

Staff respected and promoted people's dignity and made sure they supported them in the way they wished, whilst encouraging them to remain as independent as possible.

The service was managed in a way that responded to people's changing needs. Regular meetings were held

for people and their family to share their opinions about the service and facilities provided. People participated in activities that interested them. The provider understood how any concerns and complaints raised by people needed to be investigated and resolved.

People and relatives knew the registered manager by name and felt that they were approachable with any problems. Staff felt the management team was approachable and that they could talk to them at any time. There were a range of checks undertaken routinely to help ensure that the service was safe. Satisfaction surveys were distributed to people who used the service, their friends and relatives, staff members and health professionals to gather feedback about how the service performed.