A1 Quality Homecare Limited Eastbourne

People were safe and well supported by the service. There were enough staff to keep people safe and they were sufficiently trained to effectively support people. This included training in safeguarding. Staff demonstrated a good knowledge of this, including how to spot the signs of abuse and when to report matters. The registered manager had good oversight of safeguarding and had reported these to the appropriate agencies. People were supported to take their medicines safely where needed. They also told us that staff wear appropriate personal protective equipment (PPE) whilst providing care. Risks were assessed and managed, with guidance given to staff in how to minimise them. Environmental risk assessments were also in place.

People’s needs were robustly assessed before they started using the service, this allowed a detailed care plan to be written which centred around the person’s needs and wishes. Staff worked well with other agencies to ensure people were safe in their own homes. People were supported to live healthier lifestyles. For example, people were supported to get out for a walk when they wished. People told us that staff completed tasks that they wanted them to and asked for consent before undertaking these.

People were treated with kindness, compassion and dignity. Staff knew people well and provided care in line with their needs and wishes. People told us that they felt treated like individuals, and they were given choice and control over their care. Staff supported people to be as independent as possible when it was safe to do so. Staff well-being was promoted, and they spoke positively about working for the service.

Care provided was person-centred. People were involved in shaping their care and told us that they were supported how they wanted to be. The service worked well with external professionals to ensure good care provision and access to additional services such as the GP. People’s communication needs were detailed in their care plans and any specific needs were supported. There was a robust complaints procedure in place and people spoke of confidence in raising any concerns with the office or registered manager.

There was an open and transparent culture at the service. The registered manager was aware of the duty of candour and had reported any concerns to the appropriate agencies. There was a clear management structure at the service and staff knew who they needed to approach to raise any concerns. They told us they felt confident in doing this. People, relatives and staff were all given regular opportunities to give feedback and felt listened to when they did so. The service worked well with partner agencies, and we received positive feedback from professionals who worked with them.