Harrogate Homecare Limited

Staff felt well supported and received appropriate training. One person said, "They are definitely fully trained, very well trained and very professional." Systems were in place to meet people's nutrition and healthcare 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 very complimentary about the staff who cared for them. Everyone was consistently positive about their experience. Comments included, "Excellent. An incredibly, caring company", "Very, very good, I must admit, very kind, very respectful, and so helpful" and "Very satisfied, very helpful with everything." Staff were confident people received good care; they understood how to promote privacy, dignity and independence.

People received person centred care and were involved in planning their care package. One person said, "They have shared a copy of my care plan and, yes, it's really personal to me." Staff knew people well and were familiar with their needs. Care plans were basic and did not always guide staff. The registered manager confirmed these would be developed when they reviewed people's care records. When required, the service supported people with social activities. Systems were in place for dealing with concerns and complaints.

People who used the service, relatives and staff told us the led the service well. Everyone was encouraged to share views and put forward ideas. Quality management systems were in place although the governance framework needed strengthening. The service sent us an improvement plan that showed measures were being introduced to address shortfalls identified during the inspection. It demonstrated they had been

responsive and preventing the same shortfalls from recurring.