Xperience Recruitment Limited

The provider had systems and processes in place to maintain oversight of the service which included quality assurance audits and staff spot checks. However, some areas for improvement had not been identified.

Despite this, people and relatives told us the service was consistently well-led and the managers were always available. Staff also provided positive feedback about the management of the service and understood the provider's values.

People told us they received compassionate care from kind and caring staff. Staff knew people well and understood what was important to people. This included any religious and cultural beliefs.

People told us they felt protected from the risk of abuse and staff understood their safeguarding responsibilities and knew what to do if they had any concerns about people's welfare. Overall, risks to people's health and well-being had been identified and assessed. Records contained enough information to guide staff on how to mitigate risks and keep people safe. An environmental risk assessment was carried out of people's home. This ensured the environment where care was being provided was safe for both the person and the staff member delivering care.

Where people required support to administer their medicines, staff administered these safely. Staff were proactive in ensuring people's health needs were met. Where needs changed, referrals were made for specialist support such as occupational therapy.

There were enough staff to ensure people received timely care in their own homes. People using the service had a variety of different call times which had been scheduled to ensure staff had enough time to provide the care people needed. Overall, we received positive feedback from people and relatives about staff timekeeping.

People were supported to have maximum choice and control of their lives and staff supported them in the

least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The provider worked in partnership with other organisations such as the local authority to support care provision and improve outcomes for people.