County Care Berkshire Ltd

Not everyone who used the service received personal care. CQC only inspects where adults receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People's care plans identified how their medical condition impacts on their lives and the required action to take to minimise pain. Mental health assessments were in place to detail the outcomes people wanted to achieve. The provider had an effective system to ensure that staff received appropriate training, and all mandatory training was up to date. However, the recording of certain actions taken to keep people safe needed to be further strengthened. We made a recommendation to the provider to consider current guidance on maintaining securely an accurate, complete and contemporaneous records.

There were effective systems in place to safeguard people from harm and abuse. Where a safeguarding concern had been raised, in relation to young people or adults, the registered manager dealt with them appropriately and communicated with all necessary agencies. Risk assessments and care support plans were comprehensive and were reviewed when required to ensure they were kept up to date and reflected any changing needs. People's medicines were managed safely, and new audits system had been put in place to highlight any shortfalls.

People experienced positive relationships with staff who treated them with kindness in their day-to-day care. Staff consistently treated people with dignity and respect and maintained their privacy. Staff had a detailed understanding of people's needs. The service promoted and delivered person-centred care.

There was a clearly defined management structure within the service and quality of the service was monitored through robust clinical governance processes. Staff understood people's needs and preferences and recognised the importance of knowing people well. Staff told us they felt supported by management. Complaints were dealt with effectively. Relative's stated all concerns were dealt with in a timely manner.

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.