Aroma Care Coventry

Staff knew how to provide people's care safely. However, known risks associated with providing people's care had not always been assessed. Care records lacked the necessary information to help staff manage and mitigate some individual risks. Whilst people told us they received their medicines when they needed them, the safety of medicines management needed to be improved.

Managerial oversight and the providers systems to check the quality and safety of the service needed to be strengthened. Completed audits and checks had not identified the shortfalls we found. The management team understood their responsibility to be open and honest when things had gone wrong. They welcomed our inspection and took action in response to our feedback.

Staff were recruited safely, and people received their care from familiar staff. However, some feedback indicated people's care calls were shorter than they should be and did not always take place when people expected. Records we reviewed confirmed this. Action was being taken to address this.

People felt safe with the staff who provided their care and the providers safeguarding systems protected them from harm. Staff had completed safeguarding training and knew how to raise a concern if they thought someone was at risk.

People felt listened to and they were involved in an assessment of their needs prior to them receiving care and support to make sure their needs could be met. The service worked in partnership with other agencies to ensure people received the care and support, they needed to live healthy lives. People were supported to maintain a balanced diet and staff knew what people liked to eat and drink.

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; the policies and systems in the service supported this practice.

Staff felt appreciated and enjoyed their jobs. They spoke positively about their induction, their training and

the ongoing support they received from their managers to carry out their roles.