Iris Care Services Limited

We received feedback from 3 staff, 1 person who used the service and 1 relative.

The provider did not always have robust risk management processes. Care plans contained information about people's needs; however, risk assessments were incomplete, lacked detail or had not been reviewed. Following the inspection, the registered manager completed environmental risk assessments.

There were enough suitably trained staff to meet people's needs. Staff completed mandatory training, received out-of-hours support through an on-call system and could access additional training where required.

The provider had appropriate infection prevention and control arrangements. The provider had policies and training to support safe medicines management, although staff were not administering medicines at the time of the inspection. They also had systems to manage incidents and safeguarding concerns although none had occurred at the time of our visit.

Staff described effective teamwork and attended regular meetings to share information and updates. The provider supported staff through regular supervision, development opportunities and a supportive team culture.

The provider delivered personalised care based on people’s assessed needs, preferences, culture and beliefs. Care plans contained information about people’s physical, mental health, communication and sensory needs, and the registered manager considered cultural and religious preferences when planning care.

The provider had systems in place to gather feedback and manage complaints.

The provider promoted a positive and open culture where staff felt able to raise concerns and seek support. Policies were in place to support whistleblowing, equality and diversity, and staff described the management team as approachable and responsive.

The provider had some systems to monitor the quality and safety of the service. However, formal audits had not yet been established, which limited the provider’s oversight of the service. Plans were in place to introduce an electronic monitoring system to strengthen governance and quality assurance arrangements.

The provider demonstrated a commitment to continuous improvement and had plans in place to develop systems and processes as the service grew.