Homesaints 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.

The rota was not planned in ways that meant care visit times were carried out at times people expected them. This resulted in people believing staff to be late, which impacted on their wellbeing.

People were supported with their medicines where required. Staff also understood how to support people in ways that promoted their independence.

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.

Right Care: People were supported by staff who understood them and what they liked and most care was personalised.

However, there was some aspects of care that was not person centred and resulted in concerns about care visits, meals and risks.

Staff ensured information was in formats they could understand, such as verbally or in writing.

People told us staff were kind and caring and treated them with respect. Staff understood how to promote people's dignity and privacy.

Right Culture: People were supported by staff who had not received all of the appropriate checks on their suitability for the role. Staff had a good understanding of how to promote people's rights to make choices as well as how to recognise or report abuse and safeguard people they were supporting.

The registered manager promoted person centred approaches but these were not always delivered as required. Checks on staff knowledge and skills were made to ensure they could meet people's needs. The registered manager completed various audits of care and records, but these were not always effective at identifying concerns.

People were not always supported to identify clear goals to promote their independence and ensure care was personalised.

The provider did not ensure complaints and outcomes were recorded.

We have made a recommendation about ensuring people's meals and drinks were clearly recorded and the provider review recruitment records and practices.