H.M. Care Agency

Not everyone using HM Care Agency receives regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

People's experience of using this service: People and their relatives were positive about the service and the care provided.

People were supported for by staff who knew how to keep them safe and protect them from avoidable harm. Regular, knowledgeable staff were available to meet people's needs. People received their medicines regularly and systems were in place for the safe management of medicines. Incidents and accidents were investigated, and actions were taken to prevent recurrence. Staff followed infection control and prevention procedures.

People's needs were assessed, and care was planned and delivered to meet legislation and good practice guidance. Care was delivered by staff who were well trained and knowledgeable about people's care and support needs. People had 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. The management team and staff had a good understanding of the principles of the Mental Capacity Act (2005).

People were cared for by staff who were kind and compassionate. People said staff were warm and considerate towards them. People and their relatives felt involved and supported in decision making. People's privacy was respected, and their dignity maintained.

Staff were responsive to people's individual needs and wishes and had an in-depth knowledge about each person. Relatives confirmed staff knew their family members needs well. People's concerns were listened to and action was taken to improve the service as a result.

The management team were open, approachable and focussed on providing person centred care. The management team had encouraged staff to become ambassadors in different areas, such as dignity and safe guarding to improve people's outcomes. Systems were in the process of being updated to improve the monitoring of the quality of care provided. The management team and staff shared effective communication and a passion for quality care.