Caring Companions

What life is like for people using this service: At the previous inspection the registered provider was in breach of regulation relating to governance. At that time they had no clear systems and processes in place to show that regular checks and reviews had taken place on records or staff observation. During this inspection, improvements had been made.

The registered manager had implemented new systems to record any checks that had been completed on people's care records, daily logs and medication administration records. They had also completed regular observations on staff competency to deliver effective person-centred care. Some staff observations had not been recorded, however staff confirmed that these were carried out on a regular basis. We made a recommendation in relation to this.

People told us they felt they received care in a safe way. Individual risks to people and the environment had been identified and assessed and measures put in place to manage them and minimise the risk of avoidable harm occurring. Staff showed a good understanding of their roles and responsibilities for keeping people safe from harm. Medicines were managed safely by trained staff who ensured that people received medicines at the right time.

Sufficient numbers of suitably qualified and skilled staff were deployed to meet people's individual needs. Staff had received a range of training and support to enable them to carry out their role safely. People told us they received the right care and support from staff who were well trained and competent at what they did.

Staff showed a genuine motivation to deliver care in a person-centred way based on people's preferences and likes. Staff treated people with kindness, compassion and respect and ensured that people's dignity was maintained at all times. People spoke positively about the care and support they received. People told us they received support from regular staff who knew them well. They told us staff always arrived on time and stayed the right amount of time.

People's needs and choices were assessed and planned for. Care plans identified intended outcomes for people and how they were to be met in a way they preferred. People received support to maintain good nutrition and hydration and their healthcare needs were understood and met.

Records relating to consent for care were accurately completed and people told us they were always offered choice and control over the care they received.

Care was delivered in a personalised way which was in line with information recorded in people's care plans. People and family members knew how to make a complaint and they were confident about complaining should they need to. They were confident that their complaint would be listened to and acted upon quickly.

The leadership of the service promoted person centred care and a positive culture within the staff team. People, family members and staff all described the registered manager as supportive and approachable. The registered manager showed a continued desire to improve on the service and displayed knowledge and understanding around the importance of working closely with other agencies and healthcare professionals where needed.