Alice Chilton In-Home Care Services Limited

People's experience of using this service: Peoples care was exceptionally person centred, responsive to their diverse needs and clearly emphasised the importance of supporting people in a way which was right for them. We observed, heard and read examples of how people's routines and choices were paramount in developing a truly bespoke and well managed package of care. Staff demonstrated their commitment to ensuing people received excellent standards of care and support. People and their relatives described strong relationships they had built with staff and discussed how care from Alice Chiton in Home Care had exceeded their expectations.

Everyone told us they felt safe receiving care from the staff. Staffing were deployed in suitable numbers, and staff had time to spend with people and were not rushed. Medication needs were assessed, and medication was only given by staff who were trained to do so. Staff were recruited safely, and incident and accidents were analysed for patterns and trends. Risks to people were assessed safely. Rotas were completed using an electronic rostering system.

Staff had the correct skills to support people and all of their training courses were up to date and recorded in a training matrix. Staff were required to engage in supervision and had had an annual appraisal. People were supported to eat and drink in accordance with their needs. Decisions and consent to care and treatment was sought in line with the Mental Capacity Act 2005.

We received positive comments about the staff in relation to the support they provided. Everyone said they were kind and caring. Staff were able to describe how they ensured people's dignity was respected. People and their relatives said they were involved in their care plans.

The service was managed well, the ethos and culture of the service was well implemented with the staff team that provided the care. Staff all spoke fondly about the registered manager and spoke about their roles with enthusiasm and pride. Audits were in place which were effective in highlighting any areas for improvement. Action plans were drawn up and shared with the registered provider as well as the staff teams. The registered manager engaged with people who used the service to ensure any areas were improvements were needed were being actioned. The registered manager was aware of their role with CQC and had notified us of all incidents as required.