Church Bank Homecare Ltd

There were enough staff to meet people's needs. People were supported by a small team of familiar staff, who arrived as expected. People were positive about the reliability and consistency of staff. Staff were recruited safely. However, some records would benefit from further detail in relation to decisions made and to demonstrate processes were robustly followed. People's individual risks around their health and care needs were assessed and managed. Care plans were in place, however, aspects of record keeping would benefit from further person-centred details being included and kept fully up to date. Reviews were in progress, and staff understood people's care needs well and supported people's choices and preferences.

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; overall the policies and systems in the service generally supported this practice. However, we have made a recommendation in relation to the provider's policy.

People were protected from the risk of abuse and harm and the provider had procedures in place to help prevent and control the spread of infection. Medicines were managed safely. People were supported by staff who had the skills, knowledge and experience to care for them effectively. Staff felt supported within their role. Communication within the service was effective and staff were kept up to date with changes.

Staff were attentive and reactive to changes in people's health and well-being. The service worked closely with local health and social care professionals to promote good outcomes for people. Where required staff liaised with health professionals to support people at the end of life. People felt able to raise concerns and had information about how to make a complaint if necessary. The service had not received any complaints.

The service was well-led. The provider's values and ethos supported a person-centred approach. The registered manager had promoted an open culture and staff felt able to raise any issues or concerns. People told us the manager was approachable, flexible and supportive. A learning culture was promoted. Systems were in place to monitor the quality of the service. The registered manager worked closely with people and

the staff team. They had clear and regular oversight of the care being provided. They had a considered approach to developing the service and feedback was sought from people to help develop the service.