Phoenix Care & Support Services 24/7 Ltd

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.

Right Support: Risks to people were assessed and regularly reviewed. Since the last inspection risk assessments had been improved to make them more specific to people's individual risks. Positive risk taking was encouraged. People told us they felt safe. Their relatives and professionals agreed. People appeared calm and happy in staff company.

A familiar and consistent group of staff meant they knew people well and understood their specific needs. People and relatives knew how to complain should they need to and were confident timely and appropriate action would be taken to resolve issues. People were supported to maintain contact with family and friends and take part in activities of their choice.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Right Care: Recruitment procedures had improved since the last inspection and were now robust. Staff demonstrated a good understanding of how to protect people from poor care and abuse. People received their medicines on time and as prescribed. Accidents and incidents were reported and follow up action taken including sharing learning to prevent recurrence.

Since the last inspection sensitive discussions had taken place with people to help ensure their preferences about end of life care were known and documented. People could communicate with staff and understand

information given to them because staff supported them consistently and understood their individual communication needs.

Right Culture: Since our last inspection improvements had been made to the governance systems and oversight of the service. This helped to ensure and maintain care quality and safety. There was an open and supportive culture at the service. Staff got on with their colleagues, felt valued and enjoyed their work. Staff were supported and encouraged to take on new skills and qualifications.

Surveys were used to gather feedback from people, relatives and staff. Feedback was positive and all felt listened to. The management team were seen as approachable and very supportive. The service worked well with other organisations and recognised the benefits to people of establishing and maintaining links with the wider community.