Positive Care Link

People were often contacted or visited by managers in the service to check the quality of their care and told us they were always able to reach a manager to discuss concerns. The service acted quickly to adapt care to meet people's changing needs, including arranging additional care hours as needed. Staff understood people's needs and preferences and used effective communication approaches to ensure people could make choices about their care. People told us they felt listened to and treated with respect.

People were safeguarded from abuse and poor treatment and staff were recruited to ensure that they were suitable for their roles. Some policies and procedures needed to be reviewed to ensure they reflected current guidance and legislation. There were not clear systems for auditing records of care, including medicines records, and recording of daily care was not done in a way which would let the service monitor people's wellbeing or diets.

Staff told us they felt well supported by managers and were always able to seek advice when they needed to do so. Managers carried out frequent spot checks and telephone monitoring to ensure people were happy with the service they received. The service did not have a registered manager, but a new manager was due to start work soon.

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.

For more information, please read the detailed findings section of this report. If you are reading this as a separate summary, the full report can be found on the Care Quality Commission (CQC) website at www.cqc.org.uk