Home Instead Coventry South

A care call monitoring system was in place and actions had been taken by the provider and registered manager to robustly address missed care call alerts.

People and relatives told us staff arrived on time and did not rush care calls. People were supported with the agreed care and support, which was personalised following an initial assessment of needs. For some people this included being safely supported by staff to take their medicines as prescribed. Where nutrition and hydration was part of people's agreed support, staff knew individual's likes and dislikes and supported them with eating and drinking.

Staff had been recruited in a safe way with pre-employment checks being carried out. Staff were trained and received ongoing support from the management team. This included spot checks on their work to ensure they met the provider's expectations. People and relatives described staff as caring and being kind to them.

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 had no complaints about the service and described staff as professional in what they did. Feedback was sought from people and their relatives.

The provider and registered manager had systems and processes in place to check the quality and safety of the services provided. Quality checks were used to identify where any improvements were needed, and actions were taken where required.