Poppy's Homecare Limited

People received care and support from a service which was exceptionally caring and passionate about ensuring people were treated with dignity and respect. Staff at Poppy's Homecare went over and above what was expected of a community care provider. Staff invariably carried out social visits and support outside of their working time. People and relatives told us that staff did far more than they expected. Staff supported people to maintain friendships and avoid social isolation as well as ensuring they had access to new and innovative information to help them maintain their independence.

The management team worked closely with other organisations to improve the experience of people receiving care and support in their own homes.

People told us they felt safe and looked forward to the visits they had from staff. One person said, "I really don't know what I would do without Poppy's. "Another person said, "I can't remember life without them [staff]. They have made my life worth living again."

People received effective care and support from staff who were exceptionally well trained. The registered manager/provider promoted social care as a career and supported staff to progress in care to become social workers or qualitied nurses.

Staff morale was very high, and this was reflected in the high standard of care provided. Staff were listened to and their opinions were valued. People said that all the staff they met were, "Professional," "Caring," "Compassionate" and "Well trained."

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 could be assured that at the end of their life they would be supported with care and compassion. The registered manager/provider ensured that people reaching the end of their life were not left alone and a member of senior staff was available to sit with them at no extra charge.

There were quality assurance systems which monitored standards and ensured any shortfalls were addressed. People and staff felt listened to and said they could speak with a member of the management team at any time. Any complaints made were fully investigated and treated as learning to enable the service to improve.