Agincare UK Newcastle under Lyme

People's risks were assessed, however, people's records needed to ensure staff had effective guidance to support people's wider health needs, such as diabetes.

The systems in place to monitor the quality of the service did not always highlight areas of improvement. The manager and provider were continuously working to implement new and effective systems.

People were supported by safely recruited staff, who had the skills to provide effective care. People received support from regular staff who knew them well and were protected from risk of infection. People felt safe and were protected from the risk of harm by staff who understood their responsibilities to identify and report signs of potential abuse.

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.

People and their relatives were involved in planning and reviewing their care. The manager had commenced obtaining people's verbal feedback which demonstrated people were happy with the care provided.

There was an open culture within the service, and complaints were acted upon and improvements were being made. People and staff could approach the manager who acted on concerns raised to ensure the service developed.