You & I Care - Surrey

Staff told us they had sufficient time to travel between visits and they had received relevant training in relation to their role. Staff told us they felt encouraged to undertake further training and that they had received regular supervisions where progression was discussed. Staff competency checks were undertaken to ensure staff had the skills required to support people. The feedback we received from people reflected this.

We observed staff following infection prevention and control guidance in relation to COVID-19 whilst in the office. People told us staff used personal protective equipment (PPE) appropriately when they undertook care visits.

People and their relatives told us staff were kind, caring and respectful towards them. Staff encouraged and supported people to be as independent as possible. People's care plans provided staff with the information required to support people effectively.

There were systems in place to monitor the quality of care provided and action was taken where areas of improvement were identified. People, their relatives and staff knew how to complain and told us they felt confident the provider would listen to their concerns and address these.

People, their relatives and staff told us they felt the service was well-led and encouraged people to be engaged and involved in their care.

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.

Although the service was not providing care to anyone with a learning disability, we expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

The service was able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture.

Right support: Model of care and setting maximised people's choice, control and independence; People told us they knew when to expect visits and that visits respected their preferred times. People were supported to live in their own homes and told us that staff supported them to remain in their homes when their care needs changed to ensure they were able to retain their independence. This included ensuring people were supported to contact healthcare professionals and to do their shopping at short notice.

Right care: Care was person-centred and promoted people's dignity, privacy and human rights; People and their relatives told us staff were respectful, caring and understanding around people's emotional and physical needs. People told us they were treated in a dignified manner that respected their human rights and that they were supported with their cultural and religious needs. Staff had completed training for learning disabilities and equality and diversity. People told us they were involved in their care planning and that they were in control of how they wished to be supported. Where people were unable to use standard texts, the provider had looked at ways to ensure information was accessible.

Right culture: Ethos, values, attitudes and behaviours of leaders and care staff ensured people using services led confident, inclusive and empowered lives; The culture of the service was open and empowered individuals to express their views and be in control of their lives with the support of staff. People and their relatives told us they felt confident to approach the management team and that their suggestions would be listened to. Staff told us they felt supported by the management to continuously learn and develop their skills.