Agincare UK Notts County

● People felt safe and the service assessed risks to the health and wellbeing of people who use the service and staff. Where risks were identified action was taken to reduce the risk where possible.

●Recruitment processes were in place to make sure, that people were protected from staff being employed who were not suitable.

●Medicines were handled safely by staff who had been assessed as competent to do so. Although we gave the provider guidance about how to improve this in their documentation; in order to ensure clarity in care plans and daily records when this was administered or prompted for people by staff.

●People received effective care from staff who were well trained and supervised.

●People felt the service they received helped them to maintain their independence where possible.

●People said that staff were caring and respected their privacy and dignity.

●People received care that was planned with them to meet their individual needs and preferences.

● People told us they did not always receive their calls at the time allocated to them, as staff were not always punctual for their visits. We saw that the provider had put measures in place to address this with an electronic call time monitoring system. We were assured that the provider had made improvements to maintain accurate call times using this method, and by the employment of a consistent staff team.

●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.

●People knew how to complain and knew the process to follow if they had concerns.

●People's right to confidentiality was protected and their diversity needs were identified and

incorporated into their care plans where applicable.