Adjoy Healthcare Berkshire

People were supported by staff to stay safe and free from harm. This was because staff undertook suitable training and put this training into practice. In addition, information relating to people and their individual risks was contained in their care plans.

There were sufficient staff to care for people and people told us staff turned up when they expected them. Staff were recruited through safe practices and they undertook training specific to their role before working in the field. This included medicines and infection control training.

People were supported by staff to access additional health care and support when needed. Staff were aware of the principles of The Mental Capacity Act (2005) and ensured the care they provided to people followed these principles. Pre-assessment checks were completed prior to a person’s package of care starting to ensure the service could deliver the care required and confirm what care and support was required.

People were happy with the care they received. They told us staff were kind and caring and supported them to make their own choices as well as retain their independence.

Staff received training in kindness, compassion and person-centred care. They demonstrated a respectful approach towards people in the responses they gave to our questions. They also demonstrated their wish to respond to people’s needs in an individualised way.

People and their relatives felt they received person-centred care from staff who knew them well. However, they felt there were sometimes delays in receiving information about their care from the management team when requested. Advanced care plans were in place so people’s wishes around their end of life could be delivered if the time arose. People were regularly contacted for their feedback on the quality of the service.

We found a lack of management oversight in the service. Although senior management told us they carried out audits, they could not provide us with evidence of these. In addition, they had no contingency plan in place to ensure information stored electronically is protected. Although staff and management knew people well, we found not all care plans were sufficiently detailed to ensure staff were provided with as much information about people as possible. There was no system to ensure staff stayed the full time with people and use this as a learning opportunities for any late visits. This was a breach of Regulation 17 (Good Governance). People were happy with the service they received from the service, telling us staff were kind and attentive towards them. Staff said they felt involved in the service and were happy working for the agency.