People in Action Domiciliary Care - Warwickshire and Coventry

People's experience of using this service:

People felt safe with staff who visited them in their home. People's safety had been considered and risks were managed to maintain their safety. Staff had received training in relation to safeguarding and knew how to protect people from harm. Medicine was managed safely. The risk of infection spreading was reduced by good hygiene practice. People told us they were supported to have choice and control of their lives, live independently and chose everyday how to spend their time. However, documents describing where people had the capacity to make their own decisions were not always clear and did not always show people's consent to their care arrangements. At the time of our inspection visit the provider was offering staff and managers additional training in how to interpret the Mental Capacity Act 2005 (MCA), they were introducing new care records formats to better record decision making processes. The provider delivered person-centred care. People's needs were assessed in detail to ensure the service could be tailored to meet their individual social, care and health needs. People were treated kindly and compassionately by staff. Staff respected people's privacy and dignity. People were supported to take part in activities of their choice. Information was provided in a range of formats to support people's understanding. The provider had a complaints policy and process in place; people feel comfortable raising complaints. When people reached the end of their life, the provider had policies in place to meet their wishes and preferences. The provider had quality monitoring arrangements through which they continually reviewed, evaluated and improved people's care. People, stakeholders and staff had an opportunity to shape the service. The provider invested in staff development to ensure people received care from experienced and caring leaders.