Caring Hands Leicester Ltd

People's experience of using this service and what we found. Timely calls were not always in place to provide people with the personal care they needed.

Safe recruitment practices were not fully in place to ensure only suitable staff worked at the service.

People and their relatives were not always satisfied with the management of the agency. They said they always received a polite and reassuring response to their queries, but this was not always backed by effective action being taken. Effective quality assurance systems were not always in place to ensure people were provided with a quality service.

Details of how to reduce risks to people's safety were included in people's care plans. Care plans reflected people's individual needs. Enough staff were employed to meet people's needs. People and relatives said safe care was provided, with people protected against abuse, neglect and discrimination.

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 and their relatives were very satisfied with the personal care that staff provided. They said they were treated with respect and dignity and staff had a caring and friendly approach to them. They said they had very good relationships with staff. Staff respected people's privacy and encouraged them to maintain their independence and do as much for themselves as they wanted to.

People and relatives were aware of how to approach the registered manager to raise concerns or complaints. The registered manager understood their responsibilities and worked in an open and transparent way.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk