Home & Community Services

The provider ensured that language and cultural requirements were considered when carrying out assessments and allocating staff to work with people. People and their relatives highlighted how important this was for them when receiving their care and support.

People had regular care workers who knew how they liked to be supported. We saw staff responded to changes in people's needs and contacted the relevant health and social care professionals when required.

People told us they felt safe using the service and were confident with the knowledge and skills of the care workers that supported them, especially with moving and handling procedures and managing their medicines.

The provider monitored care workers visits and timekeeping as an electronic call monitoring system where staff logged in and out of their calls had been implemented since the last inspection. This had been discussed with people, their relatives and the staff team to explain why it was being used.

People and their relatives felt the care they received was personalised and that the provider listened to them and was flexible in accommodating their needs. Reviews were carried out if care workers reported any changes to people's health conditions.

People and their relatives knew who to contact if they needed to make a complaint and felt comfortable raising any issues or concerns. We received positive feedback about how any issues with the service had been dealt with. Health and social care professionals felt the provider was responsive and followed up any concerns accordingly.

The provider continued to promote an open and honest culture and people and their relatives were confident with the management of the service. Staff spoke positively about the support they received, the working environment and told us they felt valued in their role.

More information is in Detailed Findings below.