Fame 24hour Care Limited

Right Support: : Model of Care and setting that maximises people's choice, control and independence did not always support people to have maximum choice and control of their lives. There was mixed feedback when it came to social inclusion arrangements. Staff turnover affected consistency and changes to agreed support arrangements were not always communicated in a timely manner which impacted on people's daily routines.

Staff supported people in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Right Care: : Care was person-centred and promoted people's dignity, privacy and human rights.

Right Culture: Improvements were needed to ensure the ethos, values, attitudes and behaviours of management and staff ensured people using services lead confident, inclusive and empowered lives.

Systems to monitor the quality and safety of the service were not wholly effective. The provider had not identified the inconsistencies we found during the inspection. Improvements were needed to the overall governance and oversight arrangements of Fame 24 Hour Care Limited. We have made a recommendation in this area.

Systems and processes to safeguard people from the risk of abuse were not robust. Not all safeguarding concerns had been escalated properly to CQC. Whilst action to protect people had been taken and risk mitigated the provider was not fully aware of their regulatory responsibilities regarding notifications.

There was mixed feedback regarding communication from the service and with raising a concern.

A high turnover of staff had impacted at times on the continuity of care. People shared that they did not always receive their care and support visits at the times they expected and from staff they knew. Where changes occurred, these were not always communicated in a timely manner.

The majority of feedback from people and their relatives about their experience with Fame 24 Hour Care Limited was positive and they were satisfied with their care arrangements and would recommend the service. Where personal care was provided people said this met their needs, they were treated with respect, consent was sought and they were complimentary about the approach of staff.

Risks to people had been assessed and were managed safely. People's care records were re-assessed regularly and guided staff on how to assist people safely and encourage their independence. Staff confirmed the care records they had access to were accurate. However, some people and relatives said the versions they could access were out of date.

People were supported by a staff team who were safely recruited. Staff received an induction and ongoing training, felt supported and valued in their role by the management team.

People received their medication as prescribed and staff adhered to infection prevention and control procedures in line with legislative requirements and recognised best practice guidelines.