Harmony Care & Support Ltd

People were sent rotas in advance to inform them of who to expect. However, some people told us they didn't always know which staff were due to complete their call as rotas were sometimes incorrect. This was mainly when changes had been made due to staff sickness or holidays. The registered manager was working to address this.

People felt the care they received was "outstanding" and carers were "brilliant." People told us their care was person centred, however some calls were not at the right time. People were understanding of this, when they knew the call was going to be at a different time. Staff were aware of people's life history, and their communication needs. They used this information to develop positive and meaningful relationships with people.

Care plans contained detailed information with regard to people's support needs and were reviewed regularly. People, and where appropriate their relatives, were involved in the care planning process.

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.

Risks which compromised people's health and well-being were appropriately assessed, reviewed when needed and contained detailed information. People told us they felt safe with the service.

Staff were caring and always promoted people's dignity and independence. Staff were trained to support people safely and effectively.

There was a clear complaints policy for the service. Complaints we saw had been responded to

appropriately. People told us they felt comfortable discussing any concerns with the service but did not always feel like they were listened to or informed of the outcome of feedback. We saw evidence of managers discussing some concerns with people and their relatives, and action plans were developed identifying improvements to be made. However, improvements weren't always clearly recorded, and it wasn't always evident how the registered manager had improved care as a result of identified issues.