Harino Care Limited Head Office

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.

Staff understood and provided the support people required to keep them safe and protect them from identified risks, such as malnutrition, falling, choking, developing pressure sores and infections.

There were enough suitable staff to meet people's needs and provide safe care. The registered manager and care coordinator had improved the coordination of visits to meet people's preferred times to receive their care.

People received their prescribed medicines safely from staff who had completed the required training and been assessed to be competent. Staff had the necessary skills to meet people's needs and were well supported by the registered manager to develop their knowledge in line with good practice.

People had the necessary support to eat and drink to maintain a healthy balanced diet, in line with their needs and preferences.

Staff worked well with people, families and health and social care agencies to support people's wellbeing. People's health was effectively monitored by staff to ensure people received the right support from the wider health and social care network.

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.

Staff treated people with kindness and respect. People were supported to express their views about their care and their wishes were respected. People's privacy and dignity were respected and promoted during the delivery of their care.

People received personalised care that was responsive to their individual needs and preferences. Staff enabled people to raise concerns and complaints, which were responded to effectively to improve people's experience of the care provided. The service was not supporting anyone with end of life care. However, the registered manager had provided people with the opportunity to discuss their wishes and preferences in this regard, which were subject to regular review.

There was an open and positive culture within the service, which enabled and encouraged good communication with people, their families and other stakeholders. The registered manager effectively engaged with people, staff and professionals to seek their views, which were used to drive service improvements. Quality assurance processes were in place to ensure the provider had oversight of the service performance. The registered manager and staff co-operated well with key organisations to ensure the safe and effective delivery of people's care.