Cavendish (Homecare) Professionals Ltd

The service was exceptional at helping people to express their views preferences, wishes and choices

People using the service and their relatives were very positive about the quality of care they received. They trusted the staff and felt safe with them.

Everyone had an individual plan of care which was designed in co-production with the person, their family or representative. Individual care packages were detailed, responsive and tailor made for each person.

The management went the extra mile to ensure each person's care provision was successful and the registered manager closely monitored the initial package. This worked particularly well for people who had been discharged from hospital and were nearing the end of their life. People told us this personal approach from professional staff had supported them at a very difficult time.

All staff had clear roles and responsibilities and understood the values of the service. The registered manager and management at the service were highly visible and motivated staff.

People were involved in all aspects of their care decisions and assessing potential risks to their safety. Ways to reduce these risks had been explored and were being followed appropriately.

Staff understood their responsibilities to keep people safe from potential abuse, bullying or discrimination. Staff knew what to look out for that might indicate a person was being abused.

Staff treated people as unique individuals who had different likes, dislikes, needs and preferences. Staff and management made sure no one was disadvantaged because of their age, gender, sexual orientation, disability or culture. Staff understood the importance of upholding and respecting people's diversity. Staff challenged discriminatory practice.

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 understood the way people expressed their views and the service made sure no one was disadvantaged because of the different ways people communicated.

Staff had been trained in the management of medicines and suitable policies and systems were in place. People told us they were satisfied with the support they received to manage their medicines where this was part of their care package.

Staff told us they felt proud to work for the agency and were very positive about the support, encouragement and guidance they received from the registered manager and management.

Everyone who either worked for the service or received a service from the agency had regular opportunities to comment on service provision and made suggestions regarding quality improvements. People told us that the management listened to them and acted on their suggestions and wishes.

People knew how to complain if they needed to and the registered manager asked if people were satisfied and happy with the service on a regular basis. The registered manager was keen to improve the service in co-production with people who used it and everyone working at the agency understood the need to be open and honest if mistakes were made.

The management team worked in partnership with other organisations to support care provisions, service development and joined-up care. This included working with local clinical commissioning groups on complex nursing care packages that successfully enabled people to come out of hospital and be cared for at home.