Nightowls Home Care

People's experience of using this service and what we found. The provider, who is also the registered manager was passionate about providing a good service to people, and often stepped in to provide support where this was needed, however this impacted on their ability to oversee the quality and safety of the service. Audits carried out by the registered manager had failed to identify shortfalls in the recruitment processes. Staff often worked alone when entering people's homes, therefore robust recruitment checks were needed to ensure people were protected from unsuitable staff.

People confirmed they received a consistent reliable service from caring staff. Staff maintained regular visits which enabled them to develop relationships with the people they supported and their families.

Staff had a good understanding of safeguarding processes to keep people safe and how to report concerns. Staff were aware of people's needs and supported them to manage risks to their safety whilst supporting them to have maximum choice and control of their lives. Staff supported people in the least restrictive way possible and in their best interests.

People told us they received their medicines when they needed them. We were assured the service met good infection prevention and control guidelines.

People's needs had been assessed before using the service. Care plans contained comprehensive information about people's routines and guidance on how to meet their specific needs. However, further work was needed to ensure people's views about end of life care, including their individual religious and cultural values and beliefs, were known, respected and acted on.

We have made a recommendation about end of life care arrangements

The service had received several compliments thanking staff for the care and support provided to people at the end of their life.

Staff confirmed they had received training that gave them the knowledge and skills to carry out their roles. 'Spot checks' were carried out by senior staff to monitor staff practice and ensure they were working safely. People told us where they needed support with their meals this was being managed well. People were supported to access healthcare where needed. Staff worked well with other professionals to ensure people's healthcare needs were met

Staff treated people with dignity, respect and kindness. Staff understood their responsibilities to respect people's right to privacy, confidentiality and to promote their independence. Staff had a good understanding of people's protected characteristics and were respectful of these.

Staff told us Nightowls Home Care was a good company to work for and there was a positive culture in the service. Staff intuitively were providing care in line with the values of the company but were not clear what the service's vision, values and goals were.

Staff understood and were aware of their responsibilities to raise concerns and report incidents and near misses. Systems were in place to respond to and investigate complaints. Where things had gone wrong, the registered manager was open and transparent with people, and their relatives and used their feedback to improve the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk