Excell Home Care Limited

People's experience of using this service and what we found: People we spoke with told us they felt safe and did not express any concerns about their safety.

At our last inspection we found the risk assessments for specific health conditions needed improving. For example, people who had diabetes. At this inspection we found action had been taken to ensure a risk assessment was undertaken for people's specific health conditions.

Safeguarding procedures were robust and staff understood how to safeguard people.

Systems were in place to make sure managers and staff learnt from events such as incidents, concerns and investigations.

At our last inspection we found the provider did not have adequate systems in place to ensure the safe handling, administration and recording of medicines to keep people safe. We saw action had been taken by the provider to ensure medicines were managed safely at the service.

People we spoke with were satisfied with the quality care provided by the service. Some people told us they would just like their calls to be delivered consistently on time. They thought the service needed more staff to cover for unexpected staff absence so the support workers did not have to complete extra calls. We shared this feedback with the registered manager. They told us they were actively recruiting staff and we saw evidence of this at the inspection. The registered manager told us they would monitor the delivery of people's call times so people experienced continuity of care.

The provider completed pre-employment checks for new staff, to check they were suitable to work at the service.

Staff received a range of training and support relevant to their role. Staff told us they felt fully supported and listened to. People were confident care workers had received appropriate training to meet their needs.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Support

workers understood the importance of respecting people's diverse needs and promoting independence.

People told us support staff were respectful and treated them in a caring and supportive way.

Most people we spoke with felt confident they could raise any concerns with the office based staff and those concerns would be taken seriously. We saw complaints were managed in line with the provider's complaints procedure.

We found the quality assurance systems in place to monitor the quality and the safety of the service had been improved since the last inspection.