Q Care Assist

Not everyone who used the service received personal care. In this service, the Care Quality Commission can only inspect the service received by people who get support with personal care. This includes help with tasks related to personal hygiene and eating. Where people receive such support, we also consider any wider social care provided.

Not all statutory notifications had been submitted in a timely manner and not all the provider's policies and procedures had been fully followed for recruitment processes and safeguarding.

Care plans and risk assessments were in place to guide staff however some were not consistent in the level of detail they provided to staff. Care staff had sometimes applied skin creams to people when these were not listed on the provider's medicines administration record (MAR) charts. Staff were checked to ensure they were suitable to work in care. However, not all required checks had been recorded by the provider to show they had been thoroughly completed.

There were enough staff to meet people's needs and people received care from consistent staff who knew them well. The provider took action to learn lessons when things had gone wrong and to implement improvements. Infection prevention and control measures were followed to help promote people's safety.

People's needs were assessed, and their equality and diversity needs considered. Care staff were provided with training and supported to gain the experience needed to meet people's care needs effectively. People were supported with their nutrition and hydration by staff that encouraged them to eat and drink well. People were supported to live healthier lives as care staff worked with other agencies to ensure they received effective care and support.

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.

Care was provided in ways that maintained people's dignity and promoted their independence. People felt well cared for and respected. People's equality and diversity needs were understood and respected. People

told us staff were kind and patient. People felt able to express their views and opinions and felt listened to.

People received responsive care that was culturally relevant to them. People's care preferences were known and respected. Staff knew people well and had built positive relationships with people. People were supported to maintain their important relationships and community connections. People's communication needs were understood and met. People had been provided with information on the provider's complaints process.

People felt asked for their views and listened to. The provider had clear aims to provide good quality person centred care. They used relevant research to inform their service delivery and used partnership working to promote good care outcomes for people. The management team were well known to people and their relatives and care staff felt supported. The provider looked for opportunities to continuously learn and improve care.

For more information, please read the detailed findings section of this report. If you are reading this as a separate summary, the full report can be found on the Care Quality Commission (CQC) website at www.cqc.org.uk