Choice Independent Living Limited

Relatives said people felt safe being supported by Choice Independent Living staff. They said they had been involved in agreeing people’s care and support needs when people had been discharged from hospital. Staff knew people’s needs and how to support them. Care plans contained guidance for the support people needed and how to manage identified risks. Staff knew what needed to be recorded as an incident. Incident reports were reviewed by the registered manager to ensure appropriate actions had been taken. Relatives said staff were usually on time for the support calls and completed all agreed tasks. Most staff said they were able to travel between calls and be on time, although some said the travel time was sometimes not taken into account on their rota. People received their medicines as prescribed. Additional details on how people communicated they needed an as required medicines, for example pain relief, needed to be recorded. Staff said they asked people if they needed an as required medicine and they were able to communicate if they did. The registered manager told us they would introduce a tool for staff to recognise if people were in pain. Staff had access to personal protective equipment. People’s capacity to make decisions was assessed by the commissioners prior to the service starting their support. Staff recruitment procedures ensured checks were made prior to the staff member starting work. However, references weren’t always verified. Staff received the training for their role. Team leaders were being trained as trainers in 3 key areas so they would be able to train the staff team. Staff had regular supervision meetings, staff meetings and the team leaders completed observations of their practice.

People’s needs were assessed and regularly reviewed. Commissioning teams said the service was responsive to assessing new packages of care and the care plans reflected people’s needs. Staff had the information they needed to meet people’s needs prior to their first visit. People’s nutritional needs were recorded on their care plans. People and relatives said they were supported with their meals where appropriate. Staff said the contact details for other professionals were available in each person’s home. They contacted the GP, district nurses and other professionals as needed. Relatives said the communication with the service was good and staff informed them of any changes in people’s health or wellbeing. Staff sought people’s consent before providing support.

People, and their relatives, were very complimentary about the care staff. They said they were always respectful and supported people in a kind and dignified way. People’s individual needs were recorded. Staff knew people’s cultural needs, although these weren’t always recorded in the care plans. Staff responded to any changes in people’s needs. People were encouraged and supported to complete tasks themselves to maintain their independence where possible. Staff said they liked working at the service and felt supported. A reward and recognition system was in place. Independent counselling was also available if staff needed to access this.

Staff knew people’s needs, including cultural needs. Staff said they discussed people’s wishes for their support at the end of their lives, and also following their death, with them or their families, although this was not always recorded. Relatives said communication with the service was good and they were able to raise any questions or concerns with the registered manager or management team. They said these would be addressed straight away. People and relatives were positive about the care and support they received. Staff knew people’s needs and how to support them. Relatives had been involved in agreeing people’s care and support when they had been discharged from hospital and were involved in reviewing these needs. Contact details were available in people’s homes for all relevant professionals. Staff were able to contact them directly when needed.

The service was well managed. The registered manager was approachable, and staff said they were encouraged to go to the office to speak with them, or the management team, whenever they needed to. A reward system was in place for the staff team and independent counselling was available if people needed it. A governance system was in place, with actions identified being completed. A more formal and structured governance system was being introduced as the service grew. Regular audits and quality meetings were now in place. A weekly management meeting was held. The management structure had been strengthened with team leaders appointed. Further changes, with a senior care role being planned to provide additional support for staff during their calls. Feedback from the commissioners was positive, with the service being described as responsive to new care requirements. The commissioners said they had not received any complaints about the service provided by Choice Independent Living.