Home Instead South Manchester

People told us they felt safe. Staff understood their responsibilities about keeping people safe. Risks were identified and managed. Incidents and accidents were recorded so that they could be considered and reflected upon to make improvements to the service. Staff understood their responsibilities to prevent the spread of infection whilst working in and between people's homes.

People liked the staff who supported them and told us staff were kind and respectful. The registered manager, provider representative and staff considered people's diversity and respected their right to privacy and dignity. They encouraged people to be as independent as they could be and involved them in decisions about their care. The service could provide people with information about local advocacy services, to ensure they could access support to express their views if they needed to. People's personal information was kept confidentially.

Staff had completed training in key areas and were supported to carry out their roles. They were supported in their roles by the provider and registered manager. People were supported to access health services if needed. People's dietary needs were assessed and, where required, they were supported with their meals.

People's care plans were up to date and detailed their individual needs and preferences. People and their relatives knew how to complain, although none we spoke with had any complaints. One person said, "With any issues, I'd just speak to the manager and it will be sorted out without the need to raise a complaint."

The service was managed by a registered manager who had a clear vision about the quality of care they wanted to provide. Staff were aware of their roles and responsibilities. There were quality assurance systems in place to monitor the quality and safety of the service. There was a focus on continuous improvement and learning from mistakes.