Age Gracefully Limited

People's experience of using this service: ● People felt safe and the service assessed risks to the health and wellbeing of people who use the service and staff. Where risks were identified action was taken to reduce the risk where possible.

●Recruitment processes were in place to make sure, as far as possible, that people were protected from staff being employed who were not suitable.

●Medicines were handled safely by staff who had been assessed as competent to do so. We gave the provider some guidance about how to improve this in the documentation to ensure this was clear in care plans when this was administered or prompted for people by staff.

●People received effective care from staff who were well trained and supervised.

●People felt the service they received helped them to maintain their independence where possible.

●People said that staff were caring and respected their privacy and dignity.

●People received care that was designed to meet their individual needs and preferences.

●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.

●People knew how to complain and knew the process to follow if they had concerns.

●People's right to confidentiality was protected and their diversity needs were identified and incorporated into their care plans where applicable.

●People did not always receive their calls on time, but the provider had put measures in place to make improvements to this. We saw evidence of their call monitoring system and quality monitoring system for this process.

Rating at last inspection: The service was inspected on 31/01/2018 and was previously rated as Requires Improvement overall.