Joy2care

The service had a positive approach to safety, with an open culture where staff understood how to raise concerns and learn from incidents. Systems were in place to support safe care, including risk assessments, environmental checks and partnership working with other professionals. Staff were supported by on-call systems and clear processes to escalate concerns when needed.

People generally experienced safe care, and there was evidence that the provider acted on issues when identified. While most risks were appropriately managed, some areas required greater consistency. For example, safeguarding processes and record-keeping were not always fully aligned with requirements, and some risk assessments needed updating. The provider had recognised these areas and told us they would take steps to strengthen practice.

People’s needs were assessed well, and care was planned in a personalised way that supported their health and wellbeing. Staff worked closely with healthcare professionals and followed guidance to support positive outcomes. People were usually supported by regular carers who knew them well. However, some care records were not always fully completed, which reduced oversight of certain areas of care.

People were supported by kind and compassionate staff who treated them with dignity and respect. Staff understood people’s individual needs and preferences and supported them to remain independent. Feedback from people and their families was very positive, with many who expressed satisfaction with the care provided.

The service was responsive to people’s needs and changes in their condition. Communication was good, and people felt listened to. However, future planning, including end-of-life wishes, was not always clearly recorded in care plans.

There were clear governance systems in place, and leaders were committed to provide good quality care. The provider showed a willingness to learn and make changes. Staff felt able to speak up, although some reported communication issues and inconsistent support.