Townfield Home Care

Right Support: People 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, though policies and systems in the service did not always support this practice.

People's needs were assessed, and care records developed with them and their relatives where required. Care records were updated regularly and clearly promoted preferences and choice. However, some care records did not include important information relating to people's specific support needs, and risk assessments lacked detailed strategies to guide staff.

People gave examples of the different levels of support they received, and the managing director spoke about how care was adjusted to meet people's changing needs. Aids and assistive technology were used in people's homes to promote their independence and keep them safe.

Right Care: Staff had been employed following robust recruitment procedures and were well trained. Despite some challenges, there were enough staff available to meet people's needs and keep them safe, and continuity of care enabled staff to get to know people well. Staff respected people and treat them with dignity. The service worked closely with a range of health and social care professionals to improve people's outcomes.

Medication was managed safely, and staff had access to personal protective equipment (PPE) to reduce the risk of infection. Staff and managers were knowledgeable with regards to actions needed in response to accidents, incidents or safeguarding concerns.

Right Culture: Staff received a robust induction which enabled the service to share its ethos, and regular supervisions and

spot checks helped instil positive values and behaviours. Staff told us they felt comfortable raising concerns with care coordinators or managers.

The provider carried out regular audits and checks and told us about recent improvements and plans for the future. People were empowered and had regular opportunities to give feedback about their care. People and their relatives commented positively about the service and its staff. One relative said, "Staff are always very cheerful. We couldn't ask for more, they are our lifeline." Another added, "It's a good service. I have reliability and good carers that can help me out." Staff we held conversations with were kind and spoke about people fondly.