Regal Home Care Limited

Improvements in planning care visits meant that people were receiving a more responsive service. People told us their visits were usually punctual, with familiar staff. People were kept informed of changes. Care plans were detailed and supported personalised care, including for end of life care. People described improvements in the consistency of the service. They knew how to complain and were confident their concerns would be addressed.

Systems for monitoring the quality of the service had improved. The registered manager demonstrated clear oversight of the service. Actions had been taken to address previous concerns about record keeping, safeguarding people, poor punctuality and consistency. The provider had a clear development strategy to drive improvements. Staff spoke positively about the changes that had been made and planned improvements that were being implemented.

Staff were receiving the training and support they needed. People had confidence in the skills of the staff. One relative said, "They are all well trained, very good, they communicate with us very 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. Staff supported people to have enough to eat and drink and to access health care services when they needed them. Communication systems were effective and staff worked collaboratively with other agencies to deliver effective care.

People spoke highly of the service and said the staff were kind and caring. One person told us, "They are fantastic, nothing they won't do for you." Staff knew people well and supported them to be involved in planning their care and support. One person told us, "I feel in control of the care I need and how it's provided." Staff respected people's dignity and understood the importance of maintaining their

confidentiality. People were supported to remain as independent as possible and a person described the impact of this support, saying, "The care has made all the difference to me being able to stay home and still do what I can for myself."