City Care Providers Ltd

The provider had a proactive and positive culture of safety, based on openness and honesty. Lessons were learnt to continually identify and embed good practice. Pre-assessment information was used to develop more detailed care plans following conversations with people. The provider worked with people and healthcare partners to understand what being safe meant to them and the best way for this to be achieved. People who received care and support told us they felt safe. Staff provided care to meet people’s needs which was safe, supportive and enabled people to do the things which mattered to them. Members of staff worked together well to provide safe care which met people’s individual needs. Staff were recruited safely. The provider viewed infection control training and supervision as a vital part of its infection control procedures. Members of staff confirmed they knew how and when to use personal protective equipment (PPE). The provider made sure medicines and treatments were safe and met people’s needs, capacities and preferences. Feedback from families confirmed medicines were managed safely.

Care and support was planned with people and their families to meet their needs and requirements. The provider worked closely with health and care professionals to deliver people’s care in line with their expectations. The provider worked well across teams and services to support people. Members of staff supported people to live healthier lives and where possible, reduce their future needs for care and support. The provider routinely monitored people’s care and treatment to continuously improve it. The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. People told us members of staff were kind and caring and treated them with dignity and respect. The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. People were supported to remain as independent as possible. Changes were made to care and support plans and care calls when people’s needs changed and people were able to choose how and when they wanted their support hours delivered. The provider cared about and promoted the wellbeing of their staff and supported and enabled them to always deliver person-centred care.

Care was person centred and the provider was responsive to people's needs and adapted the provision of care and support to suit each person’s individual needs and requests. The provider had good links with community healthcare professionals which ensured people's care and support was joined up. The provider supplied appropriate, accurate and up-to-date information in formats which were tailored to people’s individual needs. The provider used a range of different approaches to communicate and engage with people. This included the use of surveys, text message conversations and quality assurance visits and conversations with people in their homes. People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The provider had clear values and expectations about the quality of care provided for people. These values focussed on compassion, integrity, excellence, empowerment and inclusivity. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. The registered manager carried out random spot checks and quality compliance visits to review the provision of care and support. The provider encouraged creative ways of delivering equality of experience, outcome and quality of life for people.