Lifeline Homecare - Frome

Not everyone who used the service received personal care. CQC only inspects where people 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 received care and support that was safe. The provider had a robust recruitment programme, which meant all new staff were checked to ensure they were suitable to work with vulnerable people. All staff had received training in recognising potential abuse and how to raise concerns. Medicines were managed safely. Staff were trained in administering medicines and their competency checked regularly.

People received effective care and support that was focused on the person. There was a consistent staff team which meant people had regular care workers whom they knew well. Staff received mandatory training as well as training specific to people's individual needs. Staff demonstrated a good understanding of people's needs and how they preferred to be supported.

People were supported by caring staff who respected their independence and supported them with dignity and respect. People told us staff were caring and often went above and beyond what was expected of them. For example, one person told us how staff helped them in their garden if they had time.

People received responsive care and support which was personalised to their individual needs and wishes and promoted independence. There was clear guidance for staff on how to support people in line with their personal wishes, likes and dislikes. One person told us how they maintained control over the care and support provided. They said they discussed their care plan and the staff they were supported by regularly with team leaders or the registered manager.

There were systems in place to monitor the quality of the service provided, ensure staff kept up to date with good practice and to seek people's views. Records showed the service responded to concerns and complaints and learnt from issues raised.

People and staff spoke positively about the registered manager. Staff said they were valued and supported

by the registered manager and provider.