Ivy Homecare Limited

Not everyone who used the service received personal care. The Care Quality Commission (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.

People and relatives told us they felt safe and were happy with the care. Effective systems and processes to safeguard people from the risk of abuse had been introduced and were followed.

Care plans and risk assessments were in place which provided information to staff on how to safely provide care and support to people. However, we identified with some risk assessments, it was not always clear what action staff should take if concerns were noted. The provider took immediate action to address this. Where people required support with medicines this was done safely.

Recruitment practices were effective, and people and relatives told us there were enough staff to meet the needs of the people using the service.

People's needs were assessed prior to care being commenced to help ensure they could be provided with the care they required.

People were supported to access appropriate healthcare services when required. Staff had received appropriate training and support to enable them to carry out their role safely. Staff felt well supported by the provider.

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 told us they were treated well by staff, who were kind and caring and treated them with dignity and respect. People and where appropriate those who were important to them were involved in decisions about their care. There was a person-centred culture within the service.

Since the last inspection, systems and processes had been introduced and were followed to help ensure any complaints received were investigated, acted on and responded to in a timely way. Full consideration had been given to people's communication needs.

People and their relatives told us the service was well-led and said they would recommend this service to others.

Effective quality assurance systems had been developed and implemented to continually assess, monitor and improve the quality of care people received.

The provider was open and transparent and demonstrated they understood their regulatory responsibilities. The provider kept in regular contact with people, checking if they were happy with the service they received and if any changes were needed. The service worked well with other partners, organisations and commissioners.