Welcombe Care Limited

At the time of our visit the agency supported 59 people who received personal care. CQC only inspects where people receive personal care. This is to help with tasks related to personal hygiene and eating. Where they do provider personal care, staff also consider any wider social care provided. Care calls were a minimum 30 minutes.

People felt safe in their own homes receiving support from care staff. Relatives said staff were respectful, caring and understood how people wanted to receive their care. Staff knew how to protect people's safety and welfare. Care staff were trained in safeguarding adults and staff understood how to protect people from abuse and poor practice.

People received their care calls at the right time, for the right duration and from a consistent staff team. People told us staff knew their routines and preferences really well.

Safe procedures to manage people's medicines and to prevent the risk of infection were understood and followed by staff. Regular checks by the registered manager ensured potential risks or errors were kept to a minimum.

People and their relatives made decisions about their care and were supported by staff who understood and followed the principles of the Mental Capacity Act 2005. 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.

People felt comfortable when they received support because staff respected their individual rights to privacy, dignity as well as promoting their independence. People's preference for gender of staff, was respected which people said, made them feel more comfortable and trusting.

Care plans were personalised to support the person centred care the registered manager described was fundamental to their service. Some care plans we reviewed needed updating which had been recognised by the registered manager to ensure staff continued to provide the personalised care people needed.

People were in control of how their care was delivered. Ongoing reviews ensured it remained what people

needed and where changes where needed, there was flexibility in call schedules to achieve this.

The provider's governance systems were operated and managed effectively to ensure good care outcomes for people that continued to meet their needs. Daily records and medicines records completed in people's homes were regularly checked so any issues could be addressed without delay.

There was an experienced registered manager. The registered manager and office staff team provided strong support to people they cared for and to their staff team. The provider had plans to increase the strength of the management team. The registered manager said this would help them have a better oversight, plus they could drive the quality of service forward. The provider was committed to providing a good quality service to people. It was evident they followed their own philosophy which was to 'stay small and provide local care to a high standard'. People, relatives and staff found the management team open, approachable and responsive and they trusted the provider.