Agrade Community Care Services Limited

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.

People's needs were assessed prior to them receiving care to ensure their needs could be met. Staff were well trained and received supervision of their role and assessment of their competency. People were supported to maintain a healthy lifestyle and balanced diet. Staff worked in partnership with other health and social care professionals to provide timely and effective care.

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 felt staff were kind and caring and they were treated with respect and dignity. People's choices about their care were respected and acted on.

People received care that was personalised to their needs, choices and preferences. The provider ensured all documentation was provided in a format people could understand. People felt their complaints were handled appropriately. The provider responded to formal complaints in accordance with their complaints policy, although one formal complaint did not have a final written conclusion provided for the complainant.

Robust quality assurance processes were in place. These were monitored by the registered manager and made available to senior management to ensure that quality of care provision met the required standards. The registered manager was knowledgeable about the regulatory requirements of their role and they were supported by senior management to carry out their role effectively. People's feedback was used to drive continuous improvement.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk