Care Matters (Homecare) Limited Darlington

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.

Risks to people's health, safety and well-being were effectively managed. Medicines were administered safely. The provider had effective infection prevention and control systems in place.

People were supported to access specialist health and social care support where appropriate. People told

us they felt safe when receiving support from staff. Staff understood how to protect people from poor care and abuse. Staff had training on how to recognise and report abuse and they knew how to apply it.

Right Care: People told us staff arrived on time and they received support from the same good group of staff, which promoted good continuity of care. People's needs were assessed prior to the commencement of the service. The assessment included people's health, physical, emotional and communication needs. Care provided was personalised and supported people's preferences and wishes. The new manager was reviewing all care plans with people and their relatives,

Staff respected people's privacy and dignity. People were encouraged to be independent and to carry out tasks without support.

People could communicate with staff and understand information given to them because staff supported them consistently and understood their individual communication needs.

Right Culture: The provider had recruitment processes in place to ensure suitable staff were employed. People told us staff were kind, caring and promoted their dignity.

Systems were in place to manage complaints. The previous registered manager left at the end of 2022 and there was a gap in management support until March 2023. A new manager was now in post and in the process of applying to be registered with CQC. People and staff spoke positively about the new manager and they had plans in place to meet with all staff and people to review their support needs.

Systems to monitor the quality and safety of the service were in place.