Hopecare and Health Limited

People were safe. Risks posed to people were assessed and mitigated. People were safeguarded from the risk of abuse and staff told us they felt comfortable to whistle-blow on poor practice. Some improvements were required to ensure people had their capacity appropriately assessed. However, people’s records contained details about people’s advanced decisions and people told us staff sought their consent prior to providing support to them. People were supported in their own homes, risks to the environment were assessed and staff ensured people’s homes were kept secure. People told us staff promoted infection, prevention and control (IPC), and the management team undertook regular staff spot checks to ensure staff adhered to IPC policies and procedures. Accidents and incidents were appropriately recorded and monitored, to learn lessons from these. Staff were recruited safely and received training to enable them to effectively carry out their roles.

People had their needs assessed prior to using the service and people’s needs were regularly reviewed. Relatives told us they were kept informed of any changes to their loved one’s needs. People’s care records contained details about their preferences, what was important to them and their future goals and outcomes. People received external healthcare support where required. However, some improvements were required to ensure people’s care plans always contained enough detail about professionals advice. People had their day-to-day needs met, and staff promoted people’s health and well-being.

Staff were responsive to people’s needs. People were involved in providing feedback about their care and support. People told us they felt listened to. People had detailed communication plans in place, to guide staff about people’s individualised communication needs. People were provided with accessible information, such as easy-to-read information.

Staff felt supported by the management team and told us they were approachable and available. Staff received regular supervision and appraisals and attended regular team meetings. People and relatives told us the service was well-led. Governance systems were in place, to ensure people received safe, high-quality care. The provider focused on driving improvements in the service.