Sarah Cares (Bath) Ltd

Not everyone who used the service received personal care. Care Quality Commission (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.

The service was well-led. There was a registered manager in post who understood their regulatory responsibilities. There was also a small senior team who helped to make sure people's needs were reviewed and care plans updated when needed. The registered manager had created a positive and open culture at the service and staff told us they felt valued. Staff often went out of their way to make sure people had what they needed at any time.

Feedback from people and relatives about the service was all very positive and many told us they would not hesitate to recommend this service to others. Person-centred care was a priority for the service and staff told us they all enjoyed their work. People and relatives told us they had care staff who were kind, caring and very patient. People were cared for by a stable and experienced care team. Many staff had worked for the service for many years and were allocated people to support on a regular basis. This helped provide a continuity of care which people and staff appreciated.

The registered manager told us they only took on new packages of care when they had staff to support people safely. All staff had contracted hours and established rotas which gave them enough time to spend talking with people if needed. This approach was appreciated by people and relatives who all told us they did not feel rushed while having their visit. Staff had been recruited safely.

Systems for quality assurance were in place and effective in monitoring all of the service. This included obtaining feedback from people, relatives and staff, checking medicines and carrying out unannounced spot checks on staff in people's homes. All the senior team was involved in the quality monitoring process.

Guidance and procedures were in place for staff to know how to work safely in COVID-19. There was plenty

of personal protective equipment available and staff knew when it needed to be worn.