Home Counties Carers

People and relatives were at the centre of decision making about their care. People and their relatives placed great value on the friendships that they developed with staff. They felt that staff went beyond all expectations in the care that staff provided. Relatives fed back that using the services had a huge positive impact on theirs and their family member's lives. The service had a strong, visible person-centred culture and was exceptional at helping people to live their lives to the fullest.

People, their relatives and staff told us the provider and all of the senior staff were caring, friendly and approachable. The provider and senior management took a personal interest in people and staff and knew them well. The provider worked in partnership with people's families, the wider community and outside organisations to improve the care and support people received. The provider had systems in place which monitored health and safety and the quality of people's support. The systems were responsive and had led to changes being made. The provider was proactive with regard to how people's support could be improved.

People told us that they felt safe with staff. Staff understood risks to people's care and what they needed to do to reduce the risks of injuries to people. Staff had received training in how to safeguard people and what they needed to do if they suspected abuse. Before staff started work checks were undertaken to ensure that they were suitable.

There were sufficient numbers of staff employed at the service and systems were in place to ensure that there were no missed calls to people. People's medicines were managed in a safe way by staff. Staff followed best practice with regards to infection control.

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.

Before staff started work, they received a detailed induction. Staff told us that they felt supported and that training at the service was effective. People told us that staff knew how to provide care and understood their needs. Training was continuous and staff competencies were reviewed regularly through spot checks and one to one meetings with their manager. People's opinions were sought in relation to how they wanted their care to be delivered.

People were supported with the meals that that they liked and in line with their dietary needs. Staff monitored people's health and liaised with relevant health care professionals to ensure people received the care and treatment they required. Staff worked within health care social care guidance. Regular reviews were undertaken and any changes to people's needs were actioned by staff. The provider had a clear and accessible complaints procedure.