Lone Care Services Ltd

People were complimentary about the care workers that supported them. They had built good working relationships with them and found their care workers to be polite and friendly. We heard there were some inconsistencies in which care worker supported a person, but the management team were working on improving this. Staff took account of people's individual differences and supported them in line with their wishes, their religion, cultural background and sexuality. People respected people's privacy and dignity and supported them to be as independent as possible.

People received support in line with their care and support plans. These plans identified what level of support people required and how they wished to be supported. Information was made accessible to people about the service and people confirmed accurate records were maintained about the support provided. A complaints policy was in place and any complaints received were handled in line with this policy.

The management team regularly reviewed the quality of service provision and asked for feedback from people and their relatives about care delivery. There were regular staff meetings and processes to acknowledge and thank staff for their hard work. Staff were aware of their roles and responsibilities, this included in relation to the duty of candour and the registered manager's CQC registration. The registered manager and director focused on continuous improvement and kept up to date with best practice

guidance.