Umbrella Health Care Ltd

Systems were in place to learn from accidents and incidents.

People received an assessment of need before care began and people and their relatives were involved in this process. Staff were trained to ensure they were confident to provide care and support in the community. A programme of ongoing training was planned for staff and staff were encouraged to develop further in the role. Supervisions were taking place and staff found them useful to be able to speak to management about how they felt at work.

Consent to care was asked by staff before they provided any aspect of care and people confirmed this.

People were respected by staff and had built good bonds with their carers. Staff treated people with compassion and spoke with respect about the people they supported. The service did not tolerate any discrimination and people from different backgrounds were welcomed. People's privacy and dignity was respected by staff and staff maintained confidentiality.

Care was personal to people and people were regularly asked if there was anything else they needed from care. People knew how to make a complaint if they wished. No one currently required end of life support.

People and staff liked the management team and felt they were accessible whenever they needed them.

Staff told us they enjoyed working with people and enjoyed helping them with the support of the management team. Feedback was requested from people, their relatives and staff, and the provider used this to improve the service.

We made a recommendation about records management.

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.