Colchester HomeCare Ltd North Essex Branch

Staff received an induction, training, and supervision. Competency assessments were completed to ensure effective practice in the field; however, this was not documented in sufficient detail. We have made a recommendation on documenting competency assessments in line with national best practice guidance. The service completed assessments when people joined the service. People were supported to eat enough to maintain a balanced diet.

Staff were caring, kind and compassionate, and showed genuine interest and warmth when supporting people. Care plans documented people's protected characteristics. People's privacy, dignity and independence was respected. The provider organised care to meet people's needs and preferences, and in a way which respected their values and beliefs.

The service was responsive and flexible, adapting to people's changing needs. Staff understood people's communication needs, so information was shared in an accessible way. The provider responded openly to complaints, using the information to drive improvement. Staff supported people with end-of-life care, to ensure a dignified death.

The registered manager ensured good oversight of the service through daily involvement and review of electronic systems. There were clear plans and ambitions in place to develop and embed further systems and processes for quality assurance. There had been investment in the service, including the use of an external consultant and hiring a care manager and administrator to support growth. The service worked in partnership with people, those important to them, and other relevant health and social care professionals.

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.