L & F Care Services

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 our inspection there were eight people using the service who received personal care.

People and their relatives were happy with the care and felt safe with the way staff supported them, which they said was kind, caring and respectful.

Risks to people's health and wellbeing were assessed and staff understood what they were doing and how to identify and report any concerns. People told us they were reassured and felt safe from the risks of infection and COVID-19.

People felt listened to and were happy to speak to the registered manager or staff team if they had a complaint. They told us staff were approachable and any concerns got quickly resolved.

People's care was planned to be personalised and they told us they were fully involved in the planning and review of their care. The staff team were flexible when anything changed and regularly sought people's views about this. People told us their medicines, meals and drinks were all provided correctly in ways they preferred.

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.

The registered manager ensured all staff had been checked prior to employment to make sure they were suitable for their role and people would be safe. Staff also received full training and induction and took time shadowing more experienced staff members. This was so they could get to know people well and how they liked things to be done before providing their care.

We have made a recommendation about updating knowledge of the regulations and reviewing the

effectiveness of the care planning and quality assurance systems.