Everyday Recruitment Agency Limited

Accidents and incidents were appropriately reported by staff and investigated as required. Advice was sought from health and social care professionals if people's needs changed. This was implemented by staff and people's care plans updated to reflect any changes.

Medicines were managed safely and quality assurance systems for monitoring medicines were effective in identifying errors and action taken. Staffing levels were sufficient to meet people's needs and staff said there was enough time during visits to spend with people. One person told us, "Calls are on time and carers stay full time." Another explained, "I've got a rota with times on it. Timekeeping is good… It's relatively the same people that visit."

People's needs were assessed prior to receiving the service and regularly reviewed. People told us they felt involved in their care and were encouraged to provide regular feedback. Staff completed an induction and underwent training essential to their role. Staff received regular supervision and felt supported by the registered manager and senior care staff.

People were supported to maintain their interests and hobbies and access healthcare services for support. Relative's views were listened to and respected and staff worked closely with external agencies to provide effective care.

Staff knew people well and showed in depth knowledge and understanding about people and their care. People spoke warmly and positively about staff. One person said when describing staff, "They're lovely [staff] that usually comes. There's another [staff] that comes sometimes and they're marvellous too." Staff spoke positively about the service and their colleagues. One staff member said, "I would have Everyday Recruitment Agency (ERA) look after my family, all the carers are lovely, they are all trained and have a

rapport with customers."

People and staff spoke positively about the registered manager and the senior staff team. Quality assurance and management systems provided oversight of the service and peoples care. When shortfalls were identified, changes were made to improve and lessons learnt were shared with the team. Staff had established close links with community services and worked effectively with external teams and agencies.

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.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right Support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people. The service was able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture.

Right support: • The model of care maximised people's choice, control and independence. People were involved in their care and support plans were designed to promote a good quality of life. People were supported to make choices about where they go, what they do and to follow their own interests. People were supported to access the local community and local health services.

Right care: • Care was person-centred and promoted people's dignity, privacy and human rights. The service focussed on people's strengths and promoted independence. Staff supported people in a manner which promoted their privacy and dignity. People were cared for in their own homes to which they had unrestricted access and enabled them to continue living where they wanted to be.

Right culture: • The manager and staff at the service demonstrated values, attitudes and behaviours which supported people to lead confident, inclusive and empowered lives. Staff had received specific training to meet the needs of people with a learning disability and spoke passionately about people and the care and support they provided. The service promoted an open and transparent culture which encouraged people and their families to share their views and make a complaint.