Marches Home Care Services

People's experience of using this service: We were repeatedly told by people and relatives that Marches Home Care Service Limited was very well-led. We found evidence during the inspection process which confirmed this was the case. The registered provider was committed to developing a service which was person-centred and responsive to people's needs. There were strong links with the community to improve the health and well-being of people in general.

Everyone we spoke with said they would recommend the service to other people. They told us staff often went above and beyond to ensure people were happy and safe.

There was an emphasis on ensuring people were supported by an experienced and qualified staff team who knew people well. Training was individualised and developed around people's needs. Additionally, the in- house trainer understood the importance of adapting training to meet individual staff learning styles. People said they were assured staff were experienced and appropriately trained.

People and relatives said individuals who used Marches Home Care Services Limited experienced positive outcomes. We reviewed compliments received by the service and saw people and family members had repeatedly praised the service for the improvements made to people's lives.

People and relatives who used the service told us they were more than happy with the service provided. Staff were described as reliable, kind and caring.

People told us they felt safe when being supported by staff. Staff were aware of their responsibilities in reporting and responding to abuse and said they would not hesitate in reporting any unsafe or abusive practice. Staff told us the registered manager understood the importance of creating a culture where people were free from abuse and harassment.

When asked, everyone said they were happy with the processes for managing their medicines. Medicines were managed in line with good practice guidance.

We found risk was appropriately managed and addressed to minimise the risk of possible harm. When risks had been identified we saw good practice guidance had been referred to, to promote safe and effective practice.

People were consulted with about all aspects of their care and support. We saw one person and their family member had written their own care plan based upon their life history, likes and preferences. This had been incorporated into the person's care record.

The registered manager worked proactively to ensure individual concerns were identified and acted upon before they became a complaint. People told us they had never had any reason to complain but were confident any complaints would be dealt with effectively and professionally should they ever need to.

We saw evidence of multi-agency working to meet people's health care needs. The registered manager said they were proud of the relationships they had developed with members of the multi-disciplinary team.