Private Home Care UK Limited (Leicester)

We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

The provider and registered manager were committed to providing a non-discriminatory and inclusive approach within the service, both for people using the service and staff.

The provider, registered manager and staff team were committed to ensuring they facilitated and met the needs and expectations of people, through a person-centred approach, by recognising and celebrating the diverse cultural and religious needs of people.

The provider had a robust assessment process, which involved people, and where appropriate their family members. People’s expectations of their care were fully considered as part of the assessment process, with particular emphasis on protected characteristics as defined by the Equality Act.

People’s needs were met by a consistent team of staff who had undergone a safe recruitment process. Staff were able to communicate in people’s preferred language and had firsthand knowledge and understanding of their cultural and religious needs, which they implemented in their day-to-day care interactions. Practices ensured people’s consent to care was obtained for all health and care interventions. Where people lacked capacity to make informed decisions, best interest decisions were made and documented.

People’s care records provided an account of their care and support needs, including their prescribed medicine, which was managed safely by staff. People’s needs were regularly reviewed with their involvement. Staff supported people to attend medical appointments when requested to do so as part of their agreed package of care. Staff liaised with health care professionals to promote people’s health and well-being.

The provider and registered manager supported and celebrated the diversity of its staff team. Staff had the necessary training to support people’s individual needs and were encouraged to gain vocational qualifications in care. They received regular support through supervision, appraisals and meetings. Staff spoke positively of the support they received from the registered manager and of the training that enabled them to meet the individual needs of people.

Systems and processes, underpinned by policies and procedures enabled the registered manager and management team to maintain a clear overview of the service being delivered, and respond in a timely way to implement changes. People’s views and that of their family members, key stakeholders and staff were sought through annual surveys and used to shape and improve the service.