Carlton Home Care

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. At the time of our inspection, 58 people were receiving a regulated care service.

Care plans were person-centred with information about people's life history and their preferences. Some aspects of care planning needed further detail which was added during our inspection. Staff demonstrated their knowledge of people's care needs and action needed to reduce risks to people.

Overall governance systems were effective. Issues identified during our inspection were acted on promptly. Staff told us they felt able to approach the registered manager with any queries or concerns.

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 felt safe and protected from the risk of harm. Staff described signs they would look for to identify abuse and records showed appropriate action was taken to safeguard people.

There were sufficient numbers of staff who were safely recruited. People and relatives said they had not experienced any missed calls. Staff received a regular programme of support through training, supervision and appraisal. The training matrix showed high levels of completion in mandatory and specialist subjects.

People were supported by staff to access healthcare services and records. Staff provided good examples of occasions when they recognised a deterioration in people's health. People's dietary needs were identified and met by staff.

People and relatives told us staff were kind, caring and compassionate. People's privacy and dignity needs were met and staff supported their equality, diversity and human rights. People's communication needs were recorded in care plans.

Risk assessments identified individual risks to people.

We have made recommendations to the registered provider to continue to monitor improvements in assessing the likelihood of risk and with regards to monitoring call times.