Ourway Care Ltd

During the onsite inspection visit we spoke with 2 people and 6 staff including the registered manager, clinical lead, and support workers. We spoke with a further 6 people who used the service by telephone to gather their views and experience of the service. We also received electronic feedback from people, relatives and staff and external professionals and commissioners responsible for monitoring people’s packages of care.

The provider had systems in place to ensure risks to people had been assessed and monitored. Care plans were personalised and contained good quality information and instructions that enabled staff to support people safely. Staff monitored people’s wellbeing and health. They worked well with external health professionals and agencies to ensure the best outcomes for people. Staff were considerate of people's protected characteristics and cultural needs.

Staff were recruited safely. Each person had a consistent team of staff, and this was monitored. Staff received essential training for their role and person-centred training that equipped staff with the skills and knowledge required to meet people’s needs and to support them to manage their health conditions. Staff understood how to protect people from abuse and keep them safe.

The management team and staff ensured people had equal opportunities and did not face discrimination whilst being supported. A staff member told us, “[The service is] a lovely personal company dedicated to person centred care, offering good support to both staff, clients and their families.” There was a good learning and inclusive culture where people, relatives and staff felt able to raise concerns and management team were responsive to feedback. Staff felt supported in their role and received feedback on their performance.

The provider’s quality assurance processes and procedures were used to monitor all aspects of the service. Positive feedback about the quality of the service was received from commissioners with responsibility to monitor people’s packages of care.