Brookfield Homecare Limited

People's feedback regarding the quality of service they received was very positive. More formal systems could be implemented to ensure records regarding people's needs were always stored securely to protect people's confidentiality. People knew their core team of carers, but did not always know which carers would be supporting them each day, which some people felt could be improved. A range of regular checks were completed to monitor the quality and safety of the service, but these could be further developed to ensure they help drive forward improvements. Regular observations and spot checks were completed to ensure staff continued to provide high quality support to people. Systems were in place to engage with people and gather their feedback regarding the service, such as reviews, quality assurance surveys and a complaints process.

People received care that met their individualised needs and preferences. It was clear that support was adapted to meet people's changing needs. Care plans were detailed, although some required updating to reflect the care that was being provided and we made a recommendation about this. Staff worked flexibly to meet people's changing needs, including their religious needs. A complaints policy was available, and people knew how to make a complaint. Staff worked closely with district nurses to ensure people's needs were met well at the end of their lives.

People told us, "Staff respect me and my home" and they were "Very caring staff, they cannot do enough for me." Relatives agreed and told us, "I have no concerns that the staff look after [relative] at the highest standard." Staff spoke warmly about the people they supported, and language used in records about people was respectful and reflected the care people wanted. Satisfaction surveys were sent to people to gain people's views regarding the care provided to them and people told us they were involved in decisions about their care. People's privacy and dignity were maintained by staff and they never felt rushed.

Staff completed a comprehensive induction and were supported in their roles through regular training, supervisions and an annual appraisal. When people required support with meals and drinks, this was clearly recorded within their plans of care. Staff worked with other health and social care professionals to ensure people's needs were met.

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. When able, people consented to their care and if there were concerns regarding people's capacity to make specific decisions, the registered manager liaised with the person's social worker or GP.