Willowbrook Homecare

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.

People received support with their healthcare and nutritional needs. they 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. Staff training was ongoing and comments from staff were positive about access and continued access to courses. Staff we spoke with confirmed this.

People supported by the agency told us staff and the management team who visited them were polite, reliable and professional in their approach to their work. Staff continued to support people to attend healthcare appointments if necessary.

The service had a complaints procedure which was made available to people they supported. People we spoke with told us they knew how to make a complaint if they had any concerns.

The management team had extensive auditing systems to maintain ongoing oversight of the service and make improvements where necessary. Quality assurance processes ensured people were able to give their

views of the service and improvements made when they were identified.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right Support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

This service was able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture.

Right support: • Model of care and setting maximises people's choice, control and independence. Care and support had been developed around individual assessed needs. Staff worked in a way which promoted the persons independence. For example, People told us staff encouraged them to participate in their care and choices where possible.

Right care: • Care is person-centred and promotes people's dignity, privacy and human rights Care support plans were person centred and ensured the individual and family were involved in the development and review of their plan as far as possible. Training and support for staff ensured human rights was at the heart of the delivery of care and support.

Right culture: • Ethos, values, attitudes and behaviours of leaders and care staff ensure people using services lead confident, inclusive and empowered lives. The ethos of the agency was to develop and target support which suited the individual and helped them live the best life possible.