LCMB Therahealth Homecare

People's experience of using this service: People were at the heart of the service. The registered manager and a close relative who was one of the directors of the registered provider ('the director') worked daily as members of the care team. Their exceptionally caring, client-focused leadership style set the cultural tone and was admired and appreciated by everyone connected to the service.

Under the leadership of the registered manager and the director, staff cared for people with exceptional kindness and compassion in ways which often went far beyond the provider's formal contractual agreement. People were treated with dignity and respect and were encouraged to retain their independence. End of life care was provided with sensitivity and compassion.

Staff understood people's individual needs and preferences and used this knowledge to provide them with flexible, responsive support which enhanced the quality of their lives. People were involved in the development of their individual care plan and met with senior staff on a regular basis to agree any changes.

The registered provider (the 'provider') had a meticulous approach to the deployment of staffing resources. This meant people experienced a high level of staffing continuity which had a positive impact on their safety and well-being. The provider went to considerable lengths to promote the welfare and happiness of the staff team. Staff had the knowledge and skills to meet people's needs and were encouraged to study for advanced qualifications.

Without exception, people told us they were completely satisfied with the service they received and could think of no ways in which it could be improved. Systems were in place to monitor service delivery and to identify organisational learning from significant events. Any concerns were dealt with effectively and formal complaints were rare. The provider was committed to the continuous improvement of the service in the future.

The provider assessed any potential risks to people's safety and put preventive measures in place to address them. The provider had failed to notify us of a recent incident involving a person using the service. The registered manager apologised for this oversight and assured us this would not happen again.

People who needed staff assistance to take their medicines were supported safely and staff assisted people to eat and drink whenever this was required.

Staff knew how to recognise and report any concerns to keep people safe from harm and were aware of people's rights under 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; the policies and systems in the service supported this practice.

There was a registered manager ('the manager') at the service and the rating from our last inspection was displayed in the office.