Bio Luminuex Health Care Ltd

People received care from staff who had been recruited to the service following safe recruitment practices. People were pleased they received care from staff on time and people we spoke to had not experienced any missed calls.

Medicines were managed safely at the service, procedures were in place to support staff administer medicines safely, staff received appropriate training and support with medicines. Staff were aware of the process to follow if a medicine error was to occur.

People were pleased staff followed good infection control practices and the staff were provided with enough personal protective equipment. Infection control was regularly discussed during staff meetings.

People's needs were assessed in detail and this was done in collaboration with the person and their relatives if they wished. People's preferences were respected in order to provide a care package focused on the person. People confirmed consent to care was asked at the outset of the care package and at every stage of care being provided. People felt in control of their care.

Staff received training to support them in their job role and received supervision and an appraisal to discuss aspects of their work.

People's privacy and dignity was respected, people appreciated having staff who were not only respectful, but were patient and kind towards them in their home.

People's communication needs were documented, and the service was able to provide information to ensure people were fully involved in communicating their care needs.

People and their relatives complimented the service and knew how to make a complaint about the service if needed. People and their relatives wanted the provider to respond to complaints in line with their policy. The provider acknowledged where this had not happened and worked with relatives to resolve complaints.

People knew who the registered manager was and how to contact them. Staff liked the atmosphere at work and felt they could speak to the management team if required. The provider audited the service and looked for ways to continuously improve the service. They worked well with external organisations to strive for ways to support people at all times.

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.