The Care Trust

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

Auditing systems were in place. However, we found that they were not always effective. Not all concerns had been picked up by the providers monitoring systems. This meant there was a risk that opportunities to improve quality and safety could be missed. We made a recommendation for the provider to review their current governance systems to ensure improvements to quality and safety were identified and actioned accordingly.

Staff were safely recruited and deployed in sufficient numbers to meet people's needs. People told us that staff always turned up to their calls and calls were rarely late. People were supported to take their medicines safely and they told us they felt safe when staff supported them. Comments included, "I feel safe, 100% with [staff]." Staff followed good infection control practices and used PPE to help prevent the spread of healthcare related infections.

People's needs were assessed when they first started using the service and assessments focused on people's personal likes and preferences as well as their physical care and support needs. Staff received training to complete their job roles effectively and gained practical experience by shadowing experienced staff. Staff were confident they knew who to contact if people required health support.

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 were treated with kindness and respect. Staff spoke with compassion when describing their role and the people they cared for. People and relatives spoke positively about the caring nature of staff. Comments included, "They have been very, very kind. It's like talking to one of your friends."

Staff explained how they promoted choice whilst they supported people in areas such as food choices or what people chose to wear. Care plans were written in a way which focused on promoting people's dignity and independence. Care plans reflected peoples likes, dislikes, preferences and backgrounds. People and relatives told us they were involved in their care plans.

There was an appropriate complaints management system in place. People we spoke with had no concerns about the management of the service. Comments included," The service they provide is first class."

The provider worked in close partnership with external health professionals to provide compassionate end of life care. The culture of the service focused on ensuring people received person-centred care that met their needs and preferences. People and relatives felt that the service was helping to meet their needs and outcomes. The provider understood the importance of using feedback from people, relatives and staff to improve the service.