Solitaire Homecare 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.

People's needs were not always fully assessed, and staff were not always provided with the training and guidance about their individual needs. People were supported to eat and drink by staff and to access healthcare support. 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; although the policies and systems in the service did not always support this practice as far as possible.

People and relatives described positive relationships with staff and told us they were caring and friendly. People told us they were involved in decisions and choices about their care, and felt well supported. We found however the service was not consistently caring based on the impact of late calls and where concerns had been raised about some people's care, these were not addressed to drive out poor care experiences.

People's feedback showed that they did not feel the need to complain, but if they did, concerns were addressed quickly. Managers could not demonstrate the learning and analysis taken from complaints, and how this had been used to improve the service.

We identified a breach in relation to good governance at the service. This was because the systems and processes built around meeting people's needs were not effective, including around training oversight, risk management and learning from information of concern. People and relatives spoke positively about the service overall and managers recognised improvements were required and attributed this to staffing issues at the service and within the sector.