Bonney Care Agency

There were enough staff to provide care. People had not experienced any missed calls, and if staff were running late due to traffic or unforeseen circumstances, people were notified. Care call records confirmed staff stayed for the duration expected. People were supported by regular staff, this provided continuity and consistency in care. The management team covered any staff shortfalls, recruitment was ongoing and followed safe recruitment checks.

Where people received support with their prescribed medicines, staff had guidance and checks were completed to ensure support was completed safely. Infection prevention and control best practice guidance was followed.

People's individual care needs were assessed, and staff had guidance of how to provide care and support that was individual to the person. Staff received ongoing training and support and had their competency assessed.

People received support to access health services when required, and staff provided support with eating and drinking care needs.

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 supported by staff who were kind, caring and respectful. Positive feedback was received about the approach of staff. Independence was promoted and people were supported with interest, hobbies and social inclusion opportunities.

People's communication needs had been assessed and staff had detailed information of how best to

communicate with people effectively. Information had been made available in alternative formats such as easy read.

The provider had a complaints procedure and a quality assurance process that enabled people to share their experience about the service they received. People's support plans were regularly reviewed and their care package was discussed with them and changes were made when required. The provider had robust audits and checks that monitored quality and safety.

Staff were positive about working for the service and clearly understood the providers vision and values of supporting people to live independently and fulfilling lives.