Care Delivered Ltd

The provider was previously in breach of the legal regulation in relation to safe care and treatment and safer recruitment. The service had made improvements and was no longer in breach of these regulations. Recruitment processes had been reviewed and updated to ensure safer recruitment procedures were followed. People’s care plans and risk assessments had been updated to include more detailed information about their health conditions, with further guidance added for staff to help keep them safe. The management of people’s medicines had improved. Monitoring and quality assurance systems had been implemented to ensure they were more effective in identifying areas for improvement and improving people’s care.

People were protected and kept safe. Staff understood people’s needs and managed any risks related to their care. There were enough staff with the right skills and experience. Staff had multiple shadowing opportunities and time to review people’s care records to fully understand their communication, personal and health needs. People and their relatives were involved in assessments of their needs and decisions about their care. The provider assessed and reviewed people's needs effectively with care and treatment planned and delivered in line with best practice and worked in partnership with the relevant professionals. People were treated with kindness and compassion and staff respected their privacy and dignity. Staff were able to build positive trusting relationships through continuity of care. They treated people as individuals and supported their preferences. Staff understanding of people's cultural requirements had positive benefits, as it helped to enhance communication, trust, and the overall level of care.

Staff monitored people’s health to support healthy living and reported any changes in health and wellbeing in a timely manner. People received fair and equal care and treatment. People knew how to give feedback and were given regular opportunities to share their experiences of the care they received. People and their relatives were confident the service would take the appropriate action. The registered manager provided effective leadership, promoting a positive culture and encouraging staff involvement. The service supported staff wellbeing and considered any personal circumstances, which ensured staff felt valued and appreciated.

The provider demonstrated a proactive and positive culture of safety, which ensured people were protected and kept safe. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Staff were confident in reporting concerns, knowing they would be addressed immediately. Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. The management team were open to feedback and further learning and improvement.