Town & Country Homecare Limited

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.

Since our last inspection improvements had been made to safely manage and mitigate risks to people. New risk assessments were implemented where necessary and were reviewed regularly. People were receiving their medicines safely and improvements had been made to the recording and oversight of medicines management. Care staff were recruited safely and people were positive about the care they received from staff that knew them well.

Improvements had been made to people's care plans. They had been reviewed and updated to ensure relevant and up to date information was available for staff to follow. Where people experienced heightened emotions, care plans were implemented to help staff to support them in the best way. Staff training delivery had been changed to a new online system and staff were positive about this change. Lots of training had been made available to help meet people's needs more effectively. People were supported to eat and drink to maintain a healthy diet.

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 and their relatives were happy with the care and the support they received from the service. They told us staff were kind and caring. People were supported to remain independent and had their dignity respected at all times.

People were involved with their care plans and had reviews carried out with the management team since our last inspection. People felt more involved and care plans were updated and implemented where necessary to provide personalised care. Care plans to help people to talk about end of life care had been implemented and care staff were now receiving training to help support people receiving palliative care.

A new quality assurance system was put in place to ensure effective oversight of the service. Audits were now being carried out on a variety of areas such as medicines and care people are receiving through care notes and charts. Accidents and incidents were also being analysed and reviewed for patterns and trends. Feedback had been sought through questionnaires and actions taken. Meetings were now being carried out with the staff to improve communication. People, relatives and staff were all positive about the management team. Care staff felt supported by their manager and felt confident to raise concerns.