Absolute Care South West Ltd

At the time of the inspection the agency was providing personal care for 51 people and employed 20 care staff and two office staff. 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.

The agency had a strong, person-centred culture and people valued their relationships with staff. Care staff were motivated and spoke with kindness and compassion about the people who they treated like members of their extended family. Staff went that extra mile for people to ensure they felt valued and remained part of their local community.

People praised staff who were excellent at promoting each person's dignity, wellbeing and independence, which improved their quality of life. The registered manager promoted people's human rights, they challenged and tackled discrimination on people's behalf whenever they encountered it.

People said they felt safe and well cared for and that the service was reliable. Staff had received safeguarding training and knew about the different types of abuse, and ways to protect people. People received their medicines safely and on time, with further improvements in medicine administration records planned.

People's care records were personalised about their care needs, wishes and preferences, although daily care records could be more personalised . People were consulted and involved in decisions about their care.

People received consistent support from well-trained staff who knew them well. People praised the quality of the service they received and told us they would recommend it to other people who required this type of support. Complaints and incidents were used as opportunities to learn and improve.

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. Staff made sure people's legal rights were respected.

The agency was well led by the registered manager who was also a director of the company. They worked alongside staff in day to day practice and sought feedback from people and staff to continually improve. The service worked well with other health and social care professionals to support people.