Orchids Care

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. On the day of inspection, 109 people were receiving the regulated activity of personal care.

People's needs were assessed before they used the service so the provider knew whether they could meet those needs. Staff were trained how to do their job and were provided an induction before starting employment. People were supported to eat and drink and make choices with their food. Staff worked with other agencies to provide effective care, particularly health care professionals.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People's consent was sought when care was provided.

People and relatives told us staff were caring. People's equality and diversity characteristics were respected as was their privacy and dignity. People and relatives were able to express their views about the care provided. People were encouraged to be independent.

Care plans recorded people's needs and preferences and people received person centred care. People's communication needs were met by staff and their communication needs and preferences recorded in care plans. People and relatives were able to complain, and the service responded to complaints appropriately. People had the choice to share their end of life wishes if they wanted to.

The provider promoted a positive culture and person-centred service; people, relatives and staff thought the service was well led. Staff and management knew their job roles and responsibilities. There were quality assurance systems in place, so the provider was able to continuously learn and improve, this included gathering feedback from people and relatives. Staff were able to engage with the registered manager through regular meetings or supervision. The service worked in partnership with other organisations to benefit people using the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk