Fourways Community Care

People's experience of using this service: People using the service consistently told us they felt safe and staff treated them in a caring and respectful manner. Staff were exceptionally compassionate and kind and the care provided consistently exceeded people's and their relatives' expectations. Comments from people and their relatives included, "Very safe, they're very helpful, they make sure she doesn't fall and they ask her what she needs" and "They are all kind."

People were supported by a stable staff team who had the skills and knowledge to meet their needs. Staff spoke passionately about the people they supported and were clearly committed to providing a responsive and caring service in line with people's wishes. Staff were particularly sensitive to times when people needed caring and compassionate support and often went 'the extra mile' to support people's emotional well-being.

There was a positive culture in the staff team. Management and staff were committed to ensuring people received an excellent service and particularly about helping people who might be a risk of being socially isolated. The service offered a free mini-bus service to take people out on weekly trips to local attractions as well as arranging annual Christmas and summer parties.

Staff respected and promoted people's independence by providing equipment such as door ramps to enable people to go out in wheelchairs. Management worked with other organisations on projects that supported people living with dementia to go out independently in the community while remaining safe.

People were supported by a stable staff team who had the skills and knowledge to meet their needs. Staff spoke passionately about the people they supported and were clearly committed to providing a responsive and caring service in line with people's wishes.

People had agreed the times of their visits and were given a list each week detailing the times of their visits and the names of the staff booked. People told us if the staff or times altered they were informed of these changes. No one reported ever having had any missed visits.

Assessments were carried out to identify any risks to the person using the service and to the staff supporting them. Care plans were personalised to the individual and recorded details about each person's specific needs and wishes. These were kept under regular review and updated as people's needs changed.

A new rota and care planning system had been introduced. Staff accessed their rotas and details of people's

needs on a mobile phone application. They told us this was effective and made it easy to keep up to date with any changes in people's needs.

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.

People were supported to access healthcare services, staff recognised changes in people's health, and sought professional advice appropriately.

New staff completed an induction which involved training and a period of shadowing more experienced staff. Training was refreshed so staff were up to date with any changes in working practices.

The service was well-led. There was a positive culture in the service. Management and staff were committed to ensuring people received a good service and particularly about helping people who might be a risk of being socially isolated. The service offered a free mini-bus service to take people out on weekly trips to local attractions as well as arranging annual Christmas and summer parties.

People, their relatives and staff told us management were approachable and they listened to them when they had any concerns or ideas. All feedback was used to make continuous improvements to the service.