Eden Country Care Limited

People's experience of using this service: The service was exceptionally flexible and responsive to people's individual needs and preferences. Staff found inclusive ways to meet people's needs and enable them to live as full a life as possible. The provider encouraged and enabled people to take part in activities and meet new friends. Transport was provided so people who lived rurally could be part of their local community.

People told us that they felt safe and confident with the standard of care provided. There were enough staff available to provide safe and consistent care to people. Systems were in place to protect people and help keep them safe.

People's medicines were managed safely. Wherever possible, people managed their own medicines. Assessments had been carried out to identify the level of support needed and to keep people safe.

The provider made sure that only suitable people were employed as care workers. Thorough checks had been carried out on them before they started work.

Staff were provided with infection control training and protective clothing. The infection control policies were not sufficiently robust. We have made a recommendation about this.

Staff knew the needs of the people they supported very well. Individual care and support records reflected the care provided. People told us they received good quality care from staff who were described as "marvellous", "very, very caring" and "excellent".

People had been involved with the decisions about their care and what should be included in their care plans. Their care plans also showed that people had access to other health and social care services.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service generally supported this practice. Information around "Best Interests" and the decision-making process was not clear. We have made a recommendation about this.

Staff received suitable support, training and development.

Action plans were in place to help keep improvements to the service on track. There were a range of checks in place to help monitor the quality and safety of care provided. The provider demonstrated that lessons had been learned when things went wrong.

Rating at last inspection: At our last inspection of this service the rating was Good. The last inspection report was published 29 September 2016.