Johnstons Homecare Ltd

Staff offered people choices and sought their views when providing care. Staff treated people with dignity while promoting their independence.

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.

Right Care: People were safeguarded from abuse and staff were fully aware of their duties to report concerns. People received their medicines safely and as prescribed. There were infection prevention and control measures in place to protect people from the risk of the spread of infection.

People received a comprehensive assessment of their needs before they received care. People had access to healthcare when needed. Staff had clear guidance on supporting people to eat and drink as per their wishes.

People received person-centred care and support from a caring and respectful staff team. Staff received appropriate support to be able to perform their roles and provided good care to people.

Staff promoted equality and diversity in their support for people. They understood people's cultural needs and provided culturally appropriate care.

Right Culture: Management oversight did not prove to be effective and quality assurance procedures were not robust enough as although some of the issues we found at this inspection had been identified, they had not been addressed in a timely manner.

The service had a system to manage complaints. People, their relatives and staff felt safe to raise concerns and share their views to the management. The provider worked in collaboration with other agencies to ensure people received appropriate and personalised care and support.

People and those important to them were involved in planning their care. People and their relatives were satisfied with the support they received from the management.