Generations Care Agency Limited

There were enough staff to effectively meet the current packages of care. People were supported by staff who had the knowledge and skills to ensure they were safe from harm. Risk assessments were in place to help reduce risks to people. Staff were safely recruited. Medicines were managed safely, and staff ensured clear infection control practices.

The care was provided by kind and caring staff and people told us they treated them with respect. Care plans reflected individual needs and any communication requirements were identified and supported along with any cultural, or religious needs. Care staff understood the importance of respecting people's diverse needs and promoting independence.

The service supported people to receive the right care and support. Health care was promoted, by staff making prompt referrals when required to relevant health care professionals.

People and relatives knew how to make a complaint about the service if they needed to. The registered manager had followed the complaints process when a complaint had been received. The service had reflected on incidents, and lessons had been learned. People and staff were encouraged to give feedback. Auditing and quality assurance processes were completed to support the drive for improvement.

The service was working within the principles of the Mental Capacity Act. 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.