PRN Homecare - Bognor Regis

Staff were recruited safely and since the last inspection the detail in care plans had been improved which meant staff could give better person-centred care. Risks were well managed, and staff had clear guidance on what to do in the event anything went wrong.

Staff training had continued during the COVID-19 pandemic, both online and in person when it was safe to do so. Staff were trained in good infection control and people felt reassured by the calm support of the staff. A person said, "I would say that carers know their job well, they are certainly well equipped, and they come dressed in all their gear, masks, gloves. They put all the stuff on before they come in and they wash their hands and have disinfectants."

People enthused about the care they received from PRN Homecare. Everyone we spoke to was happy with the care and many people said the carers were more like friends or family as they knew them so well. People told us they felt the care was above and beyond. For example, carers took time to talk to people about things that were important to them. A relative told us, "For a start they all are very jolly and cheerful when they come, it's all nice smiles, which we can't see under masks, but we can detect in their voices. They always ask how my relative is, spend a good amount of time talking with them."

The service was efficient and responsive. People told us they had input into their care and the staff always talked to people and asked for consent during care. Relatives told us they felt included in the decisions about care, "We work with the carers because my relative will probably deny that their needs have increased, we will need evidence. The carers are kind and gentle they all have the patience of saints. They know how to talk with (my relative), and they joke with them and then my relative is more co-operative."

The registered manager provided people with a rota of the staff who would be visiting in the coming week so

people knew who was going to be calling and providing care. People could request changes of staff or time and the registered manager would sort it out. Staff and people said how flexible the service was. A person said, "I called them to ask them if we could change a visit because my relative was going to the hospital, and another time it was about extra visit on specific week, the person who answered the call wasn't sure so they told me that somebody will come back to me with answer, and they did call back, and sorted as we wanted."

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.