Zion Care Services Limited

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.

Staff did not always support people in a way that reduced the risk of infection to them. People told us staff did not always have the skills to do basic household tasks. Assessments were not always detailed and did not always contain sufficient information to guide staff on how to meet people's diverse needs. People were not always provided food and drink in line with their preferences. Staff did not always respect people's home environment. People's end of life wishes had not been discussed with them. Systems in place were not always effective in checking the quality of the service. Whilst improvements had been made to the service, systems failed to fully address concerns regarding late calls and a language barrier between staff and people they supported.

Risk assessments were in place to guide staff on how to mitigate risk to people. Medicines were administered safely. Staff understood the types of abuse and knew how to raise concerns. Accidents and incidents were recorded and analysed so patterns could be identified and action taken.

Staff completed an induction prior to supporting people and had access to significant training opportunities. The registered manager had implemented regular supervision and undertook competency checks. People were supported to access health professionals when needed.

People were supported by staff who were kind and caring. Staff respected people's privacy.

Care plans were personalised and provided staff with guidance regarding how to meet people's needs. Complaints were investigated, patterns were analysed and action was taken to address them.

The registered manager was approachable. People and relatives were given the opportunity to feedback regarding the service. The culture of the service had improved and staff and the registered manager were clearer about their roles and responsibilities. The provider had implemented a number of actions and improvements had been made at the service since the last inspection.

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 did not always support this practice.