River Exe Health Care - Exmouth

People's experience of using this service: Despite staff changes at the service, the feedback from people who used the services was consistently positive about the quality of their care. People and their relatives were equally positive about the approach of the care workers. For example, they said care workers, "Always bright, cheerful, chatting. It's quite jolly" and "…they chat and make her laugh. Sit and chat, make a joke, they relate to her."

Following a new provider buying the service in March 2019, some staff had chosen to leave. However, there was a core group of staff who remained and provided stability during a period of change. New staff were being recruited. Following the departure of a manager appointed by the previous provider, the new provider decided to appoint two new full-time managers, a decision which had been greeted favourably by staff. Work was in progress to make improvements to ensure consistency in the quality of person-centred information in care, including how fluids were recorded and monitored. They had also chosen to be actively involved in concerns and complaints at an early stage in recognition of the need to improve how complaints were managed. However, these changes needed to be embedded and sustained.

People said they felt safe because the staff group were caring and reliable. People continued to be supported by staff who respected their privacy and dignity. Staff relationships with the people they supported continued to be caring and supportive. Staffing arrangements were flexible to meet people's individual needs and to respond to changes.

Risk assessments identified when people could be at risk and covered people's physical and mental health needs and the environment they lived in. Feedback from people and staff confirmed the provider recruited staff who suited the caring values of the service and recognised the importance of team work to provide consistent and safe care. People were protected from abuse because staff understood their safeguarding responsibilities.

People were supported by staff who were skilled and understood their needs. Staff were confident about the care they delivered and understood how they contributed to people's health and wellbeing. Referrals were appropriately made to health care services when people's needs changed. People were supported to maintain good health and had access to appropriate services, which ensured they received ongoing healthcare support. Medicine administration was safe.

There was a consistent approach to gain people's consent to care and treatment in line with requirements of the legislation and guidance. Information was in place to ensure people's legal rights were protected.

Senior staff assisted the management team with reviews and spot checks to ensure people received a good quality service. Feedback from people using the service and quality assurance records showed this had been achieved.