Mayfair Care Agency Limited

People were supported by staff who knew how to keep them safe and protect them from avoidable harm. People were supported by regular staff who knew them well. People received their medicines regularly and systems were in place for the safe management of medicines. Systems were in place to investigate Incidents and accidents, and actions were taken to prevent recurrence. Staff followed infection control and prevention procedures.

People's needs were assessed, and care was delivered by staff who were well trained and knowledgeable about people's care and support needs. 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 were cared for by staff who were kind and compassionate. People said staff were patient and caring towards them, and they felt like part of a family. People and their relatives felt involved and supported in decision making. People said staff prioritised their privacy and dignity.

Staff were responsive to people's individual needs and wishes and had an in-depth knowledge about each person. Relatives confirmed staff knew their family members needs well. People's concerns were listened to and action was taken in a timely way.

The management team were open, approachable and focussed on providing person centred care. Systems were in place to monitor the quality of care provided. The management team and staff communicated effectively and shared a passion for quality care.