ICare (GB) Limited

The service had a training room to support staff learning and development. There were some gaps in the training for staff; however these were addressed following the inspection. Staff escalated concerns appropriately and contacted health care professionals for people when necessary. 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.

Staff knew people well. People were involved in reviews of their care plans, when required. Staff gave examples of how they treated people with dignity and respect. Staff understood the importance of supporting people with their independence and did this where possible. For example, staff supported people to walk around their gardens or complete parts of personal care themselves.

Care notes showed staff supported people in line with their needs and preferences. Staff were aware of people who may feel isolated and tried to support them with meaningful engagement throughout the call care visit. The service were not supporting anyone with end of life care however staff were open to developing their skills in this area.

The registered manager promoted a positive culture at the service. Staff and relatives felt able to contact the registered manager with any concerns or queries. Staff told us there was good communication with people in the office and they were kept up to date with any changes.