Care at Home Services (South East) Limited – Bexhill, Hastings and Rother

People were supported by kind and caring staff who worked hard to promote their independence and sense of wellbeing. People told us they enjoyed the company of staff with comments including; "They give me lots of company; we have a lot of laughs. I look forward to them coming", "I adore my carer" and "It's like having friends arrive, they are all very kind, I can't fault the carers."

Most people and relatives spoke highly of the overall service they received from Care at Home. People made comments including; "I would recommend the service. They are all really helpful; can't fault them. Nothing is any trouble" and "I would recommend the company to others; they are very good. I would and do trust them." A small number of people we spoke with were not as complimentary and raised concerns with us relating to rota changes and the responsiveness of the office. These concerns were shared with the registered manager who provided us with assurances and told us they would look into these people's complaints further.

People were protected from potential abuse by staff who had received training and were confident in raising concerns. There was a thorough recruitment process in place that checked potential staff were safe to work with people who may be vulnerable to abuse and avoidable harm.

Risks to people's health, safety and wellbeing were assessed and action was taken to minimise the risks. During our inspection we identified some shortfalls in the detail available within people's risk assessments and management plans. We also identified staff lacked clear accessible guidance relating to 'as required' medicines. However, immediate action was taken to improve in these areas, staff were knowledgeable about people's needs and people were confident staff were competent when managing their medicines.

People were fully involved in their care and their wishes were respected. People's views were sought and their consent was always gained before any care took place. 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.

There was strong leadership at the service and people, relatives and staff spoke highly of the registered manager. There was a positive culture at Care at Home and staff felt their voices were listened to.

Care at Home's management team were passionate about improving the service and had plans for future projects to benefit people. There were quality assurance systems in place to assess, monitor and improve the quality and safety of the service provided.

We have made a recommendation about comprehensive risk assessments being in place.