Mercylink Care Cambridgeshire

People's needs were assessed before they started using the service to ensure their needs could be met in line with current guidance and legislation. Staff were trained, however people had mixed opinions about how competent some new staff were when supporting them. Staff had some spot checks undertaken to check their competency. However, catheter care spot checks had not been completed recently to ensure staff followed this training. Staff were encouraged to discuss and review their performance through supervision and team meetings.

Potential new staff to the service had a series of checks carried out to ensure they were suitable to work with the people they supported. Staff were kind and respectful towards people. Where people or their relatives had raised concerns, these were investigated. There were enough knowledgeable and trained staff to meet people's care and support needs. Staff understood how to keep people safe from poor care and harm. Staff told us they would whistle-blow any concerns they may have to their registered manager or the CQC. Where people wanted to discuss their end of life wishes this information would be recorded to guide staff.

Staff had access to information in peoples' care plans and risk assessments that helped guide them to care

and support people effectively. However, risk assessments for catheter care support and or hoisting could be more detailed to help guide staff. Staff told us they were trained in infection prevention and control and followed good practice guidance in relation to this. Systems were in place to learn lessons when an incident, accident or near miss occurred or there was a risk of this.

Staff encouraged people to drink and eat plenty. People were encouraged to make their own choices and these choices were respected. Staff helped promote and maintain people's privacy and dignity. Staff also encouraged people to be as independent as possible and with the support from staff people were able to remain in their own homes. Staff also encouraged people and their relatives, where appropriate, to be involved in discussions around their support and care needs.

The registered manager worked with external health and social care professionals. This would help people to receive joined up care and support. There was a process in place to investigate and resolve complaints wherever possible. The registered manager took actions as a result of learning to try to reduce the risk of recurrence.

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.