Age Concern Home Care - South Manchester

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.

Staff rotas showed there was no travel time between calls. Some people told us staff don't always arrive on time for their visits, and don't stay the full length because staff don't have time to do so. We also received mixed feedback from people about them receiving regular staff for their care visits.

Care plans did not always contain information about people's culture or religion and how this impacted on their care needs. People's communication needs were not always detailed in the care records.

Auditing systems were not always robust and auditing processes had not picked up on the discrepancies we found during this inspection. Governance systems required improvement.

Staff were recruited safely and had the necessary safety checks in place before starting work, including a criminal record check to confirm they were suitable to work with people. People were protected from the risks of abuse and staff were trusted to keep them safe. Staff had received training in how to safeguard people.

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; however, the systems in the service did not always support this practice. The provider had no specific mental capacity assessments in place. We have made a recommendation about the provider reviewing their systems in place to work within the principles of the MCA.

People's needs were assessed prior to starting with the service and care plans were developed according to people's needs. Care plans reflected a good understanding of people's needs.

People's rights were promoted. Staff had received training in equality and diversity, and they were

committed to ensuring people were treated well. Staff knew people's history and preferences and used this knowledge to support them in the way they wanted. People's views and decisions about care were incorporated when their care packages. People were involved in making decisions about their day-to-day care. People were treated with dignity, privacy and respect.

Staff praised the registered manager and the wider management team within the service, they felt supported in their roles.