UR Hands Care

The provider's statement of purpose was not up to date and they were signposted to the CQC website to review this. The provider had improved auditing and quality systems following the last inspection, however, there were still further improvements to be made. We found the provider's policies were not always reflective of the service provided to people in their own homes.

We have made a recommendation for the provider to review their records and policies.

People and their relatives were positive about the service provided to them and the difference it made to their lives. One relative said, "They [the staff] attend, great continuity which is what we wanted. They have never let us down. They come in singing to [person], they are just lovely! They are a joy. Nothing is too much bother."

People said they felt safe with the staff. Staff had completed a range of training courses and knew how to respond and keep people safe from harm. There were enough staff and safe recruitment had taken place. Infection control procedures and safe practice was evidenced. The provider demonstrated lessons had been learnt from past concerns.

People's needs were assessed, and staff had the skills and knowledge to meet them. Staff supported people to access healthcare services and consulted with healthcare professionals as needed.

People told us staff were kind and caring towards them, and assistance was provided in an unhurried manner. Care records were kept securely, and people had access to information in their own homes.

People's care records were person centred and provided staff with relevant personalised information. People and their relatives told us they were confident to raise concerns and felt action would be taken by the provider. End of life care training had been completed by staff.

People were positive about how the service was delivered and said they were involved in decisions surrounding their care. The provider promoted equality and diversity and was committed to treating people as individuals.

Staff told us they felt supported by the provider and contact had remained consistent during the COVID-19 pandemic. Staff had access to personal protective equipment (PPE), and people told us of the PPE staff used.

People were supported to have choice and control of their lives. Care was provided in the least restrictive way possible and in the best interests of people.