Ivory Homecare

For more details, please see the full report which is on the Care Quality Commission website at www.cqc.org.uk.

People's experience of using this service: • People received high quality care that was safe, effective, caring, responsive and well led. • People were very happy with the service provided. Without exception, people and their relatives provided positive feedback about all aspects of the care they received. • One relative told us, "I don't know how I would have coped without them. They are here to care for [their loved one] but the care and affection they show me, has really kept me going." • People were protected from avoidable harm, and abuse by staff, who understood their role and responsibility in relation to safeguarding and keeping them safe. • People experienced safe care, delivered in accordance with their comprehensive risk assessments and management plans. • The service always deployed sufficient suitable staff to meet people's needs. • Staff felt they were valued and respected by the management team, who actively sought their involvement to improve and develop the service. • The registered manager completed regular competency checks to ensure staff delivered care in accordance with their training. • People were treated with kindness and compassion by staff, who were overwhelmingly described to be caring, gentle and patient. • Staff supported people to be actively involved in making decisions about their care. • People consistently praised the registered manager for their dedication and willingness to listen and respond to any worries they may have, which reassured them and instilled trust and confidence in the service. • The registered manager set high standards and inspired staff to meet them. • Relatives consistently told us their loved ones experienced kind and compassionate care at the end of their life and were supported to have a comfortable, dignified and pain-free death.

• The service was well-managed by the registered manager who provided clear and direct leadership which inspired their staff. • Staff worked effectively with local organisations to improve care practice and outcomes.