Amphion Home Care Services Limited

People's experience of using this service: When talking about the service, one person told us, "It's fantastic. All staff are very good. I haven't got a bad word to say about them."

People were protected from avoidable harm and abuse by staff who could identify and report safeguarding concerns. People's medicines were administered as prescribed and this was closely monitored. Risks were identified and minimised through appropriate strategies whilst respecting people's freedom. People were supported by appropriate numbers of consistent staff who knew them well. The provider had completed appropriate pre-employment checks, though their records did not always evidence this and their recording process was to be reviewed.

Staff understood people's needs and provided support in line with people's preferences. Staff had completed relevant training, received regular supervision and annual appraisals and people were confident in staff skills and knowledge. People's dietary needs were met and they were supported to access health services in a timely manner.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff had received training in mental capacity legislation and understood their responsibilities. They knew how to gain consent before delivering care tasks and ensured people could make their own decisions and choices.

Staff maintained people's privacy and dignity whilst maintaining their independence. People and their relatives were consistently positive about staff and the quality of the service. Staff respected people as individuals and understood people's religious beliefs and cultural identity.

Care plans contained personalised information that supported to staff to provide person-centred care. Staff were considerate when providing end of life care and supported people to have pain-free, dignified deaths with the support of relevant healthcare professionals.

People knew how to raise a complaint and were confident their concerns would be addressed. Complaints were addressed in line with the provider's policy and procedure. Where complaints had been received, information had been used to improve the quality of the service.

The management team were a positive influence on staff and had an open and honest approach which was

promoted throughout the service. Improving care was a priority of the registered managers and systems and processes were in place effectively monitor quality. People, their relatives and staff were included in the development of the service.