ICare Coventry Ltd

People's experience of using this service: People were happy with the service they received. People were visited by care staff they knew and who arrived around the time expected. There were enough staff to provide the care and support people required.

People and relatives felt safe with staff who visited them. Risks associated with people's care were assessed and managed safely. There were safe procedures for recruitment of staff and to manage people's medicines.

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. People's needs were assessed to ensure they could be met by the service. Staff received training and support to be effective in their role. Where required, people were supported with their nutritional needs.

People described managers and staff as very kind and caring. Staff respected people's rights to privacy and dignity and supported people to maintain independence. People felt involved in their care and made decisions about their care and support.

Care plans contained all the information staff needed to provide personalised care. Systems were in place to manage and respond to any complaints.

The provider understood their regulatory responsibilities. Managers and staff understood their roles and responsibilities and staff received good support from the managers. There were processes for regularly assessing and monitoring the quality of the service. This included obtaining people's feedback which was used to make improvements to the service.