Figtree Care Services Ltd

Staff now had opportunities to increase their skills and confidence through better training, improving the care people received, however, some induction and refresher training was not carried out in a timely way.

Although the provider had made improvements to their monitoring processes, these required more development to make sure people received a service that was safe, of good quality and could be continued. The provider had carried out a satisfaction survey with people and had analysed the results. However, they had not shared this with people and their relatives.

Other elements of care had improved. People told us they felt safe with staff and were confident in their care. People said they felt there were enough staff as their care was rarely cancelled and staff stayed the full length of time when visiting. However, staff sometimes recorded shorter visits than had been agreed. We have made a recommendation about this.

Accidents and incidents were recorded by staff, but a mechanism was not in place to learn lessons from incidents, so improvements could be made to people's care. People said they felt safe in the with staff and they were clear who they could go to if they had any concerns.

Assessments were carried out with people before they started to use the service to make sure their needs could be met. People were supported to access healthcare advice and given assistance with their nutrition and hydration when this was needed. People and their relatives told us they were involved in and directed their care, making their own choices and decisions.

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 and their relatives were positive about the staff supporting them, saying staff respected them and describing them as caring and kind.

Care plans provided better information and were updated when people's needs changed. People had the information they needed to make a complaint if they needed to, However, the provider and registered manager did not always follow their procedures by keeping complainants fully informed of the progress and outcome of their complaint. We have made a recommendation about this. People's end of life care plans needed to be developed further to make sure people's wishes were recorded for staff to follow.

We received only positive comments about the staff, the registered manager and the office staff from people and their relatives, which was an improvement on the feedback received at the last inspection. People thought the service was well managed.