Your Quality Care Services Limited (Gradwell)

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. At the time of the inspection, support was being provided to 24 people, 19 of whom received personal care. The service supports older people and younger adults.

People were supported by a regular team of staff, who arrived on time and stayed for the allocated call time. They told us they would always be advised of any changes to the planned rota. There were systems to ensure medicines were managed safely.

Staff were recruited safety and received an induction and opportunities for regular training to ensure they could meet people's needs. Staff received regular supervision, spot checks on their performance and had monthly staff meetings. This support was valued by all the staff.

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 and their relatives were involved in their care and support. Care plans provided staff with information about how people preferred to be supported and were regularly updated. People told us staff listened to them and provided care in line with their wishes. People and their relatives described staff as kind and caring.

People received kind and compassionate care. Staff protected and respected people's privacy and dignity. Records were kept up to date to ensure staff had the information they needed, including when people's needs changed. Staff spoke positively about the management of the service and the support they received. A staff member told us, "I couldn't work for a company that wasn't giving it their all."

People, their relatives and staff spoke highly of the registered manager. The agency had systems to carry out regular auditing. Surveys had been carried out to seek people's views on how the agency could improve. People told us they had and would continue to recommend the agency to others who needed support. The

registered manager had developed positive relationships with professionals who worked with them.