Westmorland Homecare - Lancaster & Morecambe

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

The service was flexible and adapted to people's changing needs and wishes and promoted their independence. Care was totally centred and tailored to each individual, and their family situation. For example, one person said, "They have understood the impact on me as a carer and helped me become more effective by doing absolutely more than they should do for [relative]. I now have more time and energy due to the fantastic response of this agency." Risk assessments were in place and they identified current risks to the person as well as ways for staff to minimise or appropriately manage those risks, including positive risk taking. The management team were extremely responsive to changes in people's needs and adapted their support accordingly. Health and social care professionals we contacted were overwhelmingly positive about the agency. One professional said, "There are many examples of how the service goes beyond their remit. It is an excellent agency."

People felt their care was safe and support from the agency was reliable. Staff spoken with demonstrated a good understanding about safeguarding people from the risk of abuse and training was provided and regularly updated. Staff managed medicines according to national guidelines. Staff followed infection prevention and control guidance and wore aprons and gloves when providing personal care to protect people against the risk of infection. Staff supported people using positive risk taking, supporting their independence.

People received a consistent standard of effective care from staff who were knowledgeable and skilled at providing care. The management team were committed to staff development. This had a positive impact on the quality of people's care. One relative told us, "The staff seem knowledgeable and competent which

reassures us when they support [relative]." A regular programme of training was provided to support staff in their role. Staff worked effectively as a team and with health and social care professionals. People received support with their healthcare and nutritional needs. 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.

The service had a complaints procedure which was made available to people they supported. People we spoke with told us they knew how to make a complaint if they had any concerns.

The management team had auditing systems to maintain ongoing oversight of the service and make improvements where necessary. Quality assurance processes ensured people were able to give their views of the service and improvements made when they were identified.