Valley Care - Hull & East Riding

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

Medicines management was in line with best practice guidance; medicine administration records were fully completed and guidance for staff was in place.

Risks to people had been assessed. People accessed specialist health and social care support where appropriate. People told us they felt safe when receiving support from staff. Staff understood how to protect people from poor care and abuse. The service worked well with other agencies to do so. Staff had training on how to recognise and report abuse and they knew how to apply it.

Right Care: People told us staff arrived on time and they received support from the same good group of staff, which promoted good continuity of care. People's needs were assessed prior to the commencement of the service. The assessment included people's health, physical, emotional and communication needs. Care plans had

been reviewed regularly to ensure they were accurate.

People received care from staff who were caring and had a good relationship with them. Staff respected people's privacy and dignity. People were encouraged to be independent and to carry out tasks without support.

People could communicate with staff and understand information given to them because staff supported them consistently and understood their individual communication needs. Documents were printed in different formats dependent on people's needs.

Right Culture: The provider had recruitment processes in place to ensure suitable staff were employed.

Systems were in place to manage complaints and people's communication needs were met.

Systems to monitor the quality and safety of the service were in place. Staff reported having a positive relationship with the provider and felt communication was effective. Quality monitoring systems allowed for the effective monitoring of the service by the provider, however action plans were not always implemented. We have made a recommendation about this.

The provider had an ambition to be innovative and put people at the centre of the service delivery. They welcomed any form of external and internal auditing and feedback received was treated as an opportunity to reflect and further improve the quality of the service for people. The registered manager was very experienced and aware of their legal responsibilities. They were committed to the continuous improvement of the service.