Care Associates (Coventry) Limited

People's experience of using this service: • People's needs were assessed to ensure they could be met by the service. • People felt safe and were protected from avoidable harm. • Staff knew about the risks associated with people's care and understood how to keep people safe. • Staff supported people to take their medicines safely and followed best practice guidance to prevent and control the spread of infection. • Most people received care calls at consistent times, from staff they knew, who stayed for the length of time agreed. • People made their own decisions about their care and were supported by staff who understood the principles of the Mental Capacity Act 2005. • Staff were recruited safely and received the support and training they needed to be effective in their roles. • Staff respected people's rights to privacy and dignity and promoted their independence. • Where needed people were supported to meet their nutritional needs and to maintain their health and well-being. • People received information about the service in a way they could understand. • People were involved in planning and agreeing their care. Care plans contained the information staff needed to provide personalised care. • People, and their relatives were regularly consulted about the care provided. • The managers had developed good relationships with health and social care professionals which improved outcomes for people. • Systems were in place to manage and respond to any complaints or concerns raised. • The provider had effective and responsive processes for assessing and monitoring the quality of the service. But these had not always been implemented consistently.