Epoch Homecare Ltd

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People's experience of using the service People told us they felt safe with staff entering their homes and providing personal care. People were protected from harm and systems were in place to reduce the risk of abuse and to assess and monitor potential risks to people.

The management of medicines was safe. Some protocols for 'as required' medicines were not in place; this was immediately corrected by the registered manager.

Risk assessments had been completed and were regularly reviewed. Incidents and accidents were managed effectively; lessons were learned to prevent future risks.

Staff had the skills and experience to meet the needs of people who used the service. Staff completed training and supervisions.

People said staff listened to them, were kind and caring. Staff treated people with respect and maintained their dignity. People were involved in decisions about their care. People's right to privacy was maintained by staff.

Staff understood people's preferences and people were offered choices about their care. Staff were provided with specific guidance on how to communicate with people effectively.

People were involved in meal choices and supported to maintain a balanced diet. Health needs were regularly monitored, and staff accessed advice from health care professionals when required.

Staff understood their responsibilities in relation to 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 was possible. MCA

Complaints were managed effectively. People knew how to complain if needed.

The provider used internal and external audit systems to monitor the quality and safety of the care provided.

People were asked for their views and the provider engaged with other agencies and services to improve their knowledge of best practice.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk