Eveshel Care Limited

At our last inspection on 12 January 2017 the service was rated 'Good' overall. We identified one breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. The service did not ensure that the care and support provided to people always reflected and met their needs and preferences. During this inspection we found that this previous breach had been addressed.

Staff did not always arrive on time to see people and the system in place to monitor time keeping was not always effective. We recommended the service review procedures to ensure the risk of missed visits or late calls were minimised.

Staff knew how to keep people safe from harm and how to report concerns of potential abuse. Detailed risk assessments were in place that guided staff to provide safe care and support and reduce the risk of harm. Staff were recruited in a safe manner and line with the provider's recruitment policy, which meant we were assured staff were suitable to carry out their role. People were supported to receive medicines in line with best practice and the service ensured all staff had medicines training. People and staff were protected from the risk infection.

Staff were supported through a detailed induction and had access to ongoing training, as well as regular supervisions and an annual appraisal to ensure they could provide care in line with best practice guidance. Information was used from the local authority to ensure the service could offer the right support to people. The service worked in line with the principles of the Mental Capacity Act (2005) and staff gained consent from people before providing any care or support. People were supported to keep hydrated and have a well-balanced diet. People received support from other health and social care professionals to ensure they had a healthy lifestyle.

Relatives told us staff were kind, caring and friendly. The service involved people and their relatives in reviewing individual care plans. Staff understood how to support people in a manner that ensured people were protected from discrimination. Relatives told us that people's privacy and dignity was maintained and

staff promoted a sense of independence for all people.

Relatives told us staff knew people well and provided care that was person-centred. Each person had an individual care plan; these care plans were up to date and reflected people's support needs. Relatives told us they felt comfortable raising any issues they might have about the service and there were arrangements in place to deal with complaints. The service supported people with their end of life wishes.

People, relatives and staff felt well supported by the management team and felt the service delivered high quality support. The provider sought feedback from people and their relatives. The serviced worked positively with other health and social care professionals to ensure people received a person-centred care and support package. The quality assurance systems in place ensured staff were monitored and supported to develop to provide the best support to people.

The five questions we ask about services and what we found