Luton Friendship Home Carers Limited

At the time of our inspection there were 41 people using the service. 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.

There were enough safely recruited staff and they had appropriate skills to safely meet people's needs. There were effective systems in place which supported good infection prevention and control practise. One person said us, "I get the same consistent staff and they arrive spot on time. They always let me know if they may be slightly late."

Due to restrictions imposed as a result of the pandemic, the registered manager used video technology to train staff in practical ways such as how to support people with moving and handling. Staff had training and had various means of support such as, mentoring to help develop their skills.

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. One relative told us how skilled staff were encouraging their family member to eat. Lessons' were learned when things went wrong, and learning was shared across the staff team.

People were supported eat and drink enough and have access healthcare services. The provider and its staff worked well with others involved in people's care.

Staff supported people to live a meaningful live and received care that was based on their preferences. Staff were creative in their approach to treating people equally well, whatever people's communication skills. People's concerns were acted on before they became a complaint. There were policies and procedures to support people with end of life care if needed.

The service had a registered manager, but they had been off since March 2020. A new manager was in post and they were applying to be the registered manager. They supported staff and had developed an open and honest staff team culture. Audits, oversight and governance were effective in driving improvements. People, relatives, and staff had a say in how the service was run. The provider worked well with others to help ensure people received joined up care.

Rating at last inspection The last rating for this service was requires improvement (published 14 June 2019).

We carried out an announced comprehensive inspection of this service between the 20 and 23 May 2019 and three breaches of legal requirements were found. The provider completed an action plan after the last inspection to show what they would do and by when to improve safe care and treatment, staff recruitment and the effectiveness of the provider's quality assurance.