Orchard Home 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.

Right Support: Staff helped people to live as independently as possible. 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. No one using the service at the time of our inspection lacked capacity to make their own decisions, but staff understood how to make decisions in people's best interests. Risks were assessed and staff had guidance to support people safely. People were supported to take medicines safely. The provider continued to face challenges with recruitment but had introduced several incentives to attract and retain staff. People told us they knew the staff who supported them and were happy with the support they received.

Right Care: People using the service were able to express their own views. When things went wrong, actions were put into place and lessons learned were shared with staff to improve the standard of care delivered. Staff understood how to protect people from poor care and abuse. The service worked well with other agencies to do so. Staff had training on how to recognise and report abuse and they knew how to apply it. Staff worked with health professionals where they had concerns about people's health.

Right Culture: People told us the service was consistent, reliable and they received a caring service. Some staff told us that the way visits were planned meant they were sometimes late or felt rushed. Although office staff monitored visits daily to ensure people received care, the provider had limited oversight of the timeliness of visits so they could monitor and improve this. We have made a recommendation about the provider continuing to review their systems to ensure care and support is delivered as planned. The management team understood their roles and responsibilities and had made improvements to governance

systems. The provider worked closely with the registered manager, they were aware of their focus for further development and were introducing new electronic systems which they hoped would give them better oversight.

The management team sought feedback from people using the service, their relatives, and staff. Most feedback was positive. Some staff told us communication could be improved or they raised issues several times before they felt listened to. The provider was working on better communication and demonstrated sharing the actions they had taken on issues staff raised. Staff understood and spoke positively about the importance of person-centred care and helping people to live as independently as they wished. They were confident concerns about people's care would be addressed.