Heaven Scent Care Services Ltd

Not everyone using a domiciliary care agency receives regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

People's experience of using this service: People were protected from harm by staff who had been trained, and were confident in recognising and reporting concerns. Potential risks to people health and wellbeing were assessed and minimised. There were enough staff to ensure people's needs were met safely. People were supported well to manage their medicines because staff had been trained to do so safely. Staff had the right equipment and followed effective processes to prevent the spread of infection.

Staff had been trained and had the right skills to meet people's needs effectively. Staff were well supported and had information to meet people's assessed needs. Where required, staff supported people to have enough to eat and drink. Staff supported people to access to healthcare professionals when required, to help them maintain their health and well-being.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice. People were fully involved in making decisions about their care and support. People and their relatives were involved in planning and reviewing care plans. People told us staff who supported them were caring and friendly. Staff respected and promoted people's privacy, dignity and independence.

Information in people's care plans supported staff to deliver person-centred care that met people's needs. Staff had been trained on how to support people well at the end of their lives. The registered manager worked in partnership with other professionals to ensure that people received care that met their needs. There was a system to ensure people's suggestions and complaints were recorded, investigated, and acted upon to reduce the risk of recurrence.

Audits and quality monitoring checks were carried out regularly to continually improve the service. The provider had systems to enable people to provide feedback about their experiences of the service. People's experiences of the service were mainly positive, and the registered manager showed us what they had done to deal with some of the concerns raised by people. Overall, there effective systems to ensure people received good quality care.

Rating at last inspection: The service was rated 'good' when we last inspected it. That report was published in January 2016.