Empathy Care24 - Hertfordshire

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. At the time of inspection, 54 people were being supported with personal care.

The service worked in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People received safe care. Risk assessments and care plans were reviewed regularly, and staff understood their responsibilities to keep people safe from abuse or harm.

People and relatives described staff as 'kind' and 'nice' and people were treated well.

People's care was personalised, and people were included in how they wanted their care needs met.

The provider learned lessons when things went wrong and sought to makes changes to improve the experience for people using the service.

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.

The outcomes for people with learning disabilities and/or autism using the service reflected the principles and values of Registering the Right Support. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.

People using the service received planned and co-ordinated person-centred support that was appropriate and inclusive for them.

The provider had effective systems and processes in place to monitor the quality of the service. People knew how to raise a concern or complaint, and these were responded to in a timely manner.

The management team were approachable. Staff were able to express their views, concerns and ideas and felt listened to.

The registered manager had clear oversight of the service and knew their role and responsibilities to the people they provided care for.