Hand In Hand Homecare Agency Limited

Sufficient numbers of suitably qualified and skilled staff were deployed to meet people's individual needs. Staff had received a range of training appropriate and support to enable them to carry out their role safely and effectively. People told us they received the right care and support from consistent staff who were well trained and knew them well. People also told us staff never missed a call and always arrived on time.

People's needs and choices were assessed and planned for. Care plans identified intended outcomes for people and how they were to be met in a way they preferred. People received support to maintain good food and drink intake and their healthcare needs were understood and met. Care was delivered in a personalised way and in line with information recorded in people's care plans.

Staff were motivated to deliver care in a person-centred way based on people's preferences and likes. People and family members told us staff were kind and caring and always treated them with respect. People felt listened to and told us staff always had time to sit and chat with them. Family members told us staff were keen to offer them additional support where needed.

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.

People and family members knew how to make a complaint and were confident their complaint would be listened to and acted upon.

People and family members spoke positively about the management of the service and described the registered manager and provider as approachable and supportive. Staff felt supported in their role and keen

to implement the person-centred culture and approach encouraged by the registered manager and provider. Effective quality assurance systems were in place to monitor key aspects of the service