Balance Domiciliary Care

Right Culture: The ethos, values, attitudes and behaviours of leaders and care staff ensured people using services led confident, inclusive and empowered lives. The management team displayed caring and person- centred values. They modelled this behaviour to staff and set expectations that these values should be integral to staff's working practice.

The support provided by Sessions House, Domiciliary Care enhanced people's lives by helping them to develop their skills and seek opportunities to lead fulfilling lives. People were supported to maintain relationships that were important to them and the support arranged so people could access the services and activities that they wished. People's support plans identified how they would like to be supported and what they would like to achieve with the help of care and support. People's communication needs were identified and met to help ensure they could direct their support and communicate their needs. New digital systems were being introduced for staff to more easily access and record all this important information.

People were supported to stay safe whilst being enabled to take positive risks to promote their independence. There were enough staff, who had received the right training and support to effectively undertake their role.

People were supported to lead healthy lives and access healthcare services when required. Where appropriate, health and social care professionals were involved in planning and reviewing people's care. The service was proactive in maintaining these professional relationships and effective in implementing the advice given.

There were effective systems to oversee and improve the quality of the service. There were service managers and senior staff in place who were responsible for organising and overseeing people's support. The registered manager was knowledgeable, approachable and professional in their lead role.

Staff were caring and respectful. People told us that they liked the staff and felt listened to. Staff were motivated in their role and understood the importance of promoting people's privacy and dignity.