Waveney Care Limited - 124 Denmark Road

At the last inspection on 10 March 2015, the service was rated good overall. At this comprehensive inspection we found that the service remains good.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People told us they felt safe when carers came to support them and that the staff helped them to feel safer. Risks to people were appropriately assessed and managed. Where the agency supported people with their medicines, these were managed safely. There were risk assessments in place around reducing the risks to people when they were in their home and what staff could do to protect people from harm.

People told us that staff always attended at the agreed times and that they benefitted from having regular carers. Where care staff were going to be late, people said that they were telephoned. Staff told us that there were enough staff working for the agency to cover all the visits. They said they had a regular group of people they supported.

Staff had received appropriate training and support to carry out their role effectively and had access to development opportunities. Staff received appropriate supervision which helped them develop in their role and keep in contact with the management team.

People told us staff were nice to them and respected their right to privacy in their own home. People told us they received appropriate support to maintain healthy nutrition and hydration where this was required.

People received personalised care that met their individual needs and preferences. People told us they were actively involved in the planning of their care. Where required people were supported to access meaningful activities and follow their individual interests.

The registered manager created a culture of openness and transparency within the service. Staff told us that they had a good relationship with the management team and that they kept in regular contact. People told us they knew how to complain or raise concerns if they needed to.

There was a robust quality assurance system in place and shortfalls identified were promptly acted on to improve the service. There were plans in place to develop the staff team further.

The service worked well with other agencies such as Suffolk County Council to ensure they stayed up to date

with the latest policies, procedures and best practice.

Further information is in the detailed findings below.

The five questions we ask about services and what we found