Kelly Park Limited

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.

The directors had improved their quality monitoring of the service following the last inspection. People's views were regularly sought, and the directors and management team had a plan for ongoing improvements. Some people told us timings of calls and communication still needed improving. One person said, "Quite a lot of the times staff come at different times and we don't always get told."

We have made a recommendation the provider improves their monitoring of people's call times and communication with people.

The management team had improved how they responded to complaints. They were open to people sharing their concerns and responded in a timely manner resulting in a reduction of the number of formal complaints made. People told us if they were worried about anything they would be comfortable to talk with a member of staff or the management team.

The management team ensured people received a safe service with systems and processes in place which helped to minimise risks. Staff effectively reported any safeguarding matters. The management team investigated and resolved any concerns. Improvements had been made to how incidents and accidents were analysed, to ensure lessons were learned and practices improved. Staff recruitment continued to be safe.

Medicines systems ensured people were receiving their medicines when they should. Overall, the provider was following national guidance for medication arrangements.

The management structure in the service had been improved to ensure people and staff had access to support throughout the day and night. Everyone told us staff were caring and treated them with kindness. One person said, "From the moment staff come through the door they are cheerful and open, they always ask what we want doing, I can't fault any of them."

Staff had the skills and experience to help people maintain and develop their independence. People said staff treated them as individuals and respected their privacy and lifestyle choices.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People were involved in decisions about the care they received, and staff knew how to communicate with each person to help them to make choices.