Unified Home Care Ltd

Monitoring and oversight of the service was not effective. There were missed opportunities to improve the quality of service provided. Not all records had been completed or kept up to date. Staff did not always have accurate records they could rely on to provide good quality care.

Staff knew how to safeguard and support people to keep them safe. Enough suitably skilled staff had been safely recruited. People were supported by a consistent staff team who they felt comfortable with. Staff ensured they followed infection prevention guidance and good practise. The service and the staff team took on board learning when things went wrong.

People's needs were assessed before the service provided them with support. Staff knew people's needs well. Staff had received the required training and ongoing support to help them maintain and improve their skills to fulfil their role and responsibilities. Relatives and health professionals all confirmed staff had the skills necessary to care for people well.

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.

Relatives told us staff were caring and knew people's needs and preferences well. Staff gave people privacy, treated them with dignity and respect and helped promote their independence.

People said they were involved when reviewing their care and felt staff were responsive to their changing needs. Complaints were used to help drive positive improvements. Procedures and policies were in place should any person suddenly become unwell or need end of life care.

The registered manager led by example and had fostered an open and honest staff team culture. People's views were sought, and this enabled them to have a say in how the service was provided. The provider

worked well with other organisations, to provide people with joined up care.