AAA Healthcare – Preston

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.

People felt their care was safe and the support was reliable from the agency. Staff demonstrated a good understanding about safeguarding people from the risk of abuse and training was provided. 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]." Staff training was provided with a programme of regular training to support them 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.

People told us staff were kind, considerate and caring towards them. The management team asked people for their views about their care and respected the decisions they made. Staff protected people's privacy and dignity and promoted their independence.

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.