Coastal Homecare (Worthing)

Staff administered people's medicines safely and prevented people from the risk of cross infection. A person said, "I am and have always been confident that they follow good infection control procedures."

Staff were recruited safely, were trained and their competency was checked by the management team following an induction into the role to ensure they had the skills to do their job well and effectively meet people's needs.

People said staff were always on time, they had not had any missed visits and stayed for their allocated time. A person said, "I really can say, hand on heart, I never feel rushed by staff, they do everything that needs doing and more." Another person said, "I have never had a missed call. I have a group of carers but have never been sent a stranger."

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. A person said, "I didn't feel in control when on my own as so much could go wrong. It was a blessed relief to have the back up of such a good team. They do all they are required to do and a lot more, they're just fantastic."

Staff supported people to have enough to eat and drink and to make choices about what they ate and drank. A person said, "I always have a nice cup of tea and a glass of water left before they leave." A relative said, "I'm impressed by their subtle methods of encouraging [person] to eat and drink it really is very effective and shows their training is good." People received a service which was personalised and met their individual needs and preferences. People were involved in decisions about their care and people and relatives were communicated with effectively.

People spoke highly of the staff who looked after them and said they were treated with dignity and respect.

People and relatives told us they had support from regular staff who were kind, understood their needs and were competent in providing personalised care. A person said, "They are so very caring and kind, it's humbling to see. They are most respectful at all times and make sure I don't get embarrassed or worried about what they're doing to care for me." A relative said, "It's a game changer having them, I can relax and not have the constant guilt and worry that I carried before they started to help. I trust them to stay longer if needed and I know they get everything done to keep her safe and comfortable." Another relative said, "I know that each and every member or staff know her very well."

People and their relatives spoke highly of the service and had opportunities to provide feedback and action was taken to address issues which were raised. A person said, "I know the manager and feel listened to and cared for. They are just pretty good all round and I would recommend them. I can tell you they are all cheery, chatty and helpful whatever the weather."

Systems were in place to assess and monitor the quality and delivery of care to people. The registered manager was committed to providing good care to support people to achieve the best possible outcomes. A relative said, "I do know the manager and the supervisor, they are more than helpful at all times. The communication is great, they're brilliant and very organised. We simply couldn't do without them and their fantastic team." A staff member said, "We are all friendly and everyone is helpful. We have a good team."