Alina Homecare - Leatherhead

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's support was provided by staff who were cared for by thoughtful and passionate managers. Staff understood well what attitudes, approaches and values they should show towards people and people were consistently very happy with the care they received.

The service processes, systems and vision enabled staff to provide very caring, dignifying and personalised support to people which helped them to remain in their homes, with their families, in safety and comfort with as much independence as possible.

People's care was personalised, addressed their needs safely and staff were competent to provide the support. People received support with the areas of daily life where they needed it and felt safe with staff. People received safe support with their individual risks, medicines or eating and drinking when needed. Staff supported people to contact and access other health and social care services.

The managers ensured there were enough staff employed and care visits happened as planned. There were good systems in place for monitoring quality and safety of the service, evidence of continuous improvement of the service and lessons learnt being implemented following any adverse events. The provider worked in an open and transparent way and encouraged people to raise any concerns. Where complaints were raised, the management team investigated and responded accordingly to support people to resolve any issues.

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.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk