Phoenix Care At Home Limited

Staff were motivated to provide the best care they could for people, in line with their preferences and wishes. They told us, "When I meet a new client, I ask them how they like things done. I say, "I'm sorry if I'm asking a lot of questions. I want to get it right." They were passionate about their role, and the people they supported. The management team gave us examples of small acts of kindness undertaken by staff, which made a real difference to people's well-being, for example putting up Christmas decorations and cooking Christmas dinner for people who lived alone; and arranging the funeral for a person who had no relatives, with carers contributing to the eulogy. Staff had taken their hand-held computer to a person's house so they could facetime their family in Australia.

The support provided was responsive and flexible, and staff responded to requests for additional support outside of people's commissioned care. One person told us, "I have called them out in the middle of the night…they are there. They always say if you need me call me." The service had fund raised to purchase and maintain a wheelchair accessible vehicle for the use of people and their relatives, and equipment to help people up following a fall so they would not have to wait a long time if the ambulance was delayed.

People were supported by a small, consistent team of staff who knew them very well and the support they needed. This meant they could recognise if something was wrong, or there was deterioration in physical or mental health, and needed additional or specialist support. There were no missed visits, and staff always stayed for the commissioned time or longer. They had the time to spend talking with people, going for a walk, or carrying out additional tasks.

People were valued as partners and experts in the running and development of the service. One person had

designed the satisfaction survey used to gather people's views, and another contributed to practical staff training in manual handling, taking part and devising questions to ask staff.

People told us they felt safe with their care workers. Staff understood the risks to people's safety and wellbeing, and what they should do to minimise them. They knew how to identify and raise concerns about safety and were confident action would be taken to protect people. People were supported with medicines safely.

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.

There were effective measures in place to protect people from the spread of infection, with government guidelines followed related to the use of personal protective equipment (PPE), staff testing and vaccination. During the pandemic the staff team minimised their own contacts with others to avoid bringing Covid 19 to the people they were supporting and took on work from private cleaners and hairdressers to reduce the number of professionals coming into people's houses and the risk of exposure.

Systems were in place to ensure the right staff were recruited. People were supported by staff who were inducted into the service with relevant training. This was refreshed regularly to ensure knowledge and skills remained up to date. The provider worked with other healthcare professionals for the benefit of people using the service. A health professional told us; "They use their initiative and go above and beyond in everything they do. They are very competent."

People, relatives, staff and health professionals spoke highly of the management of the service. The management team were 'hands on' delivering care alongside the staff team. This meant they knew people and staff well. Staff told us, "The leadership is amazing. I couldn't praise them more."

There were systems in place to monitor the safety and quality of the service. This included ensuring regular feedback from people using the service and their relatives, and making any changes or improvements required.