Better Home Care

This inspection was carried out between 19 and 20 April 2018 and was an announced inspection. This is the first inspection of this service under its current registration. At the time of our inspection there were 32 people using the service.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People received a safe service. Staff understood what keeping people safe meant as well as to whom they could report any concerns. An effective response to accidents and incidents helped reduce the potential for any recurrence. Only those staff deemed to be suitable following their pre-employment checks that had established their good character were offered employment at the service. There was a sufficient number of staff in post who had the skills and training they needed to provide people with safe care and support. People's medicines were administered and managed safely.

People received an effective service that took account of their independence. People's wishes and preferences were respected by staff who knew what decisions each person could make and how to help people make these. People's care and support plans were an accurate record of their individual needs and any assistance they required from staff. Risks to people were identified, and plans were put into place to promote people's safety without limiting people's right to choose what they wanted to do. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff benefitted from the support, training and mentoring they were provided with and this helped to promote people's safety and wellbeing. Staff understood their roles and responsibilities in meeting people's needs. Systems, including regular spot checks, were in place to help staff to maintain their skills and the standard of work expected from them by the registered manager. People were supported to maintain their health by staff who enabled or supported them to access community or other primary health care services. Staff assisted people to eat and drink well.

People received a caring service. People's care was provided with compassion by staff who promoted

privacy and dignity. People were cared for with respect by staff who did this in an unhurried and considerate manner. People's independence was promoted by staff who encouraged people to make their own decisions about their care. People were provided with information about advocacy services if they needed someone to speak up for them.

People received a responsive service that helped them to have their needs met in a person centred way. Suggestions and concerns were acted upon before they became a complaint. Systems were in place to support people to have a dignified death.

People received a well-led service. Staff had various opportunities including meetings to feedback their experiences and receive updates about the service. Staff were provided with opportunities to develop their skills and the registered manager promoted openness so that people's care was as good as it could be. Staff were supported in their role by the registered manager who listened to what staff said and then put the most appropriate support arrangements in place for each staff member.

Quality assurance, audit and governance systems that were in place were effective in identifying opportunities for improvements. The registered manager was proactive in implementing any actions that were required. People who used the service and their relatives were encouraged to share their views and feedback about the quality of the care and support provided. Their views were listened to, considered and acted upon.

Further information is in the detailed findings below.

The five questions we ask about services and what we found