Master Quality Health Care Services

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

Systems were in place to minimise the risk of harm to people. Procedures were available to staff for use in the event of a concern being raised. People told us they felt safe when their care and support was delivered. People were supported by care staff who had been safely recruited and there were enough staff employed to meet people's needs.

People were supported by staff who had received an induction and training for their role. Care planning gave the opportunity to record people's needs and wishes in relation to eating and drinking. 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 told us that staff delivering their care and support were respectful, caring and respected of their dignity.

Care plans were person centred but required more detail. Where appropriate, family members had access to their relative's care records to enable them to understand and monitor the care people received. People's communication needs were considered when planning care. People were aware of how to raise a concern or complaint about the service, and felt they were responded to appropriately.

People were supported to express their views about the service. The provider was aware of their legal obligations. The service was currently working with the commissioning local authority to make further improvements to service delivery.