Care Relief Team Limited - Unit 8 The Bridge Business Centre

People were safe and protected from harm. People and staff understood how to make a complaint or raise a concern and felt confident to do so. Most people told us they were involved in making choices about their care and support. Care and support were delivered by competent staff. Staff supported people to maintain a safe home environment and manage their medicines safely where required.

People were supported by staff who were kind and caring. Staff supported people to maintain their independence. People identified where improvements could be made in communication from the provider. The provider developed an improvement plan which took into account the feedback from stakeholders.

People described their varying experiences in being asked for feedback from the provider. Staff told us they were not confident the provider took action in response to feedback. The provider improvement plan included actions to engage more effectively with stakeholders and record actions taken in response to feedback.

Plans to improve compliance and service delivery had been developed by the provider but not yet fully implemented and sustained. Provider audits had not picked up the issues with times of calls or call durations resulting in noncompliance with LA recording systems. Improvements to communication with staff and having a shared vision were part of the service action plan but not yet established. The provider had not ensured policies and procedures were fully accessible and implemented by all staff. Not all staff were aware of the core purpose and values of the organisation contained within the stakeholder policy. Not all staff understood how to access the organisation’s whistleblowing policy.