Tapera Healthcare Ltd

There were clear systems and processes in place to record and capture learning from incidents and events. Lessons learned were identified and discussed with the staff team. People told us they felt safe with carers and the service. Policies and processes were in place to keep people safe. People's care plans contained person-centred information about risks and how to manage them and deliver care in line with people's wishes. People received their medicines safely. Staff attended training and practical sessions to ensure they could deliver care safely. Staff competencies were then observed and reviewed by the registered manager. The registered manager used an electronic care planning system to view care records in real time to support quality monitoring and safe delivery of care and support.

People told us carers were responsive to their needs and communicated with them effectively. Care plans were completed with people and time was taken to get to know the environment where care would be delivered. Equipment needs were assessed and risks identified. People’s care plans demonstrated people were supported to live healthier lives.

Staff were responsive to people's needs and communicated with them effectively. One person told us, "We highly recommend Tapera Healthcare." People were asked questions via stakeholder surveys to ensure they were happy with the quality of care. The registered manager was available to talk to people and families about care. People’s care plans and notes demonstrated they had been involved in conversations about their care and support.

People's care plans were completed with them. The registered manager told us, "We do it together with people." Staff had access to training around communicating with people in a range of different ways. This included Makaton awareness training. Communication aids including signs and pictures, were available to support engagement with people who struggled to communicate verbally.

The service had a clear governance document in place that described its goals and objectives. Members of staff had access to an employee handbook that contained the organisations policies and procedures. Staff were supported through an induction programme when they joined the organisation. The registered manager was passionate about their service and the quality of care. They maintained a practical presence in care calls to ensure continued provision of high-quality services. The service had an equality, diversity and inclusion policy in place which recognised that an inclusive and fair culture can be achieved by improving equality and equity for people who work for the organisation. There were clear governance systems and processes in place in the organisation.