Shaw Community Services Limited (DCA) - Herefordshire Branch

The provider registered this service with us to provide personal care and support for people with a range of varying needs including dementia, who live in their own homes. At the time of our inspection 32 people received support in the extra care scheme and 7 people with personal care in the local community.

People's experience of using this service: The people using the service felt safe and had confidence in the provider to act on any concerns. People told us, "I feel safe I have no worries. I have people around me that actually care about me and I get on well with all the staff", and "The staff are brilliant, very competent and know exactly what they are doing", and "I have totally trust in the staff when they provide my care, the [staff] know what I need and do a great job, no complaints", and "The service really is tailored to my [relative] needs. They provide a brilliant service that is flexible to meet our needs".

Sufficient numbers of staff had been recruited. Safe recruitment practices had been followed, and all records required were in place.

Everyone we spoke with told us that they mainly enjoyed the food prepared by staff. People's nutritional needs were known and met by staff. People told us they always received their choice of food and enjoyed the meals prepared for them.

Consent to care and treatment was sought in line with the principles of the Mental Capacity Act 2005. People told us staff always asked for their consent before providing support.

People told us staff were kind and caring and that their dignity was protected by staff. This was also reflected within the responses to surveys and within the compliment cards and letters we looked at. People told us the staff knew them and supported well, including their needs and preferences.

Care plans were clearly recorded. They detailed how people wished and needed to be cared for. They were regularly reviewed and updated as required with changes in care and support clearly signposted. We saw that relatives were involved in supporting staff to understand how people wished to be cared for. The care files had been reviewed regularly and people were involved in these reviews.

Systems were in place to gather feedback from people regarding the service and action was taken to

improve the service, based on the feedback. The registered manager and senior staff also completed regular audits and addressed any areas identified as requiring improvement to improve the service provided to people.