Firstpoint Homecare - Harpenden

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.

Medicines were given to people when they needed them, where discrepancies were identified these were actioned appropriately. Infection prevention control measures were in place and staff were wearing appropriate personal protective equipment (PPE).

People felt they were able to express how they wanted to be supported and staff were skilled and knowledgeable about their role. The provider ensured that staff went through a recruitment process and all relevant employment checks were completed.

People and relatives felt staff were kind and people were happy with the support they received. One relative said, "They are good, gentle and kind. They maintain her dignity at all times. The carers have been her family." People had the opportunity to shape the support they received through giving feedback. People were supported to talk about decisions about their preference for their support, in addition if they wanted to speak about end of life care.

There were enough staff to support people at the time of the inspection. The service had a change in management since the last inspection, the overall feedback was positive. The registered manager had systems in place to manage complaints. Overall, people and relatives said they felt listened to when they raise any concerns.

People gave mixed views about the communication between them and the management team. The management team acknowledged this and were putting additional communications in place such as a newsletter for people.

The registered manager had implemented a lot of changes since the last inspection which had been

acknowledged by the staff team. Systems had started to be used in a robust way and there were clear outcomes from the quality assurance systems in place. However, at the time of the inspection these changes had only recently been implemented. The registered manager understood the need to ensure the quality of care continued, and to ensure the systems and culture of the service is sustained.

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; the policies and systems in the service supported this practice.