Flawless Care Services Ltd - Vale House

Accidents and incidents were analysed to ensure trends and patterns were identified and changes were made to practice, to mitigate future incidents. People were protected from the risk of abuse. Staff were knowledgeable about safeguarding and how to act on concerns. Risks associated with people's care were identified but risk assessments required more detail to ensure safe care delivery. Staff were recruited safely, and appropriate pre-employment checks were carried out to ensure they were suitable to work with vulnerable people. Staff received training and support to help them carry out their roles effectively. Some people and relatives told us staff did not always stay for their allotted time. People received their medicines as prescribed by staff who were trained and competent to administer medicines.

People's needs were assessed, and care was provided in line with people's needs. People had access to healthcare services as required. The provider worked with people to ensure their expectations were met. People were involved in decisions about their care. We saw consent forms were in place where required.

People and relatives told us staff were caring and friendly. However, they told us some carers were better than others. For example, 1 relative told us their family member had lots of food in the house, but the carers opened a tin of soup instead. The provider had a key worker system in place where people were assigned a staff member to act as their primary point of contact. This included coordinating care delivery, liaising with family members and external professionals and advocating for people’s preferences, routines and cultural needs.

People's care plans gave a history about people, and their preferences were recorded. The registered manager told us people and relatives had access to information about the service and their care and support. However, a relative said, "I am not able to look at the notes, I don’t know of any that are at my relative’s house, so I don’t know how they are getting on, or if there have been any significant events or changes." People and relatives had opportunities to feedback about the care and support they received.

Most people told us that they would speak with the carers if they had a problem and wouldn't raise issues with the management team. The provider had a whistle blowing policy and staff were able to raise concerns about the service.Some governance systems required embedding into practice, to ensure they were effective.