Sunderland Home Care Associates (20-20) Limited

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.

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. 'Right support, right care, right culture' is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

Right Support Systems were in place to ensure care was person-centred and to make sure people were at the heart of the service.

People were well well-cared for. Staff knew the people they were supporting very well and care was provided with patience and kindness. One person told us, "I didn't want the carers in at first, I was too embarrassed, but I love them all now, they are so kind. They say take your time. They are very patient. I can't find fault with one of them, they come in as happy as Larry."

Records provided detailed guidance to ensure people received person-centred care. Risks were assessed and mitigated to keep people safe.

Right Culture Systems were in place to ensure the right culture was being promoted, people's human rights were respected and their opinions were listened to and valued.

Staff spoke positively about working at the service and the people they cared for. Staff said the management team was very approachable and they were supported in their role.

Staff were trained, knowledgeable and passionate about the service giving people the very best experience they could. People told us they were appreciative of the support provided to them. Their comments included, "They [staff] do everything well. They are lovely. The service do not have to improve anything because they are spot on with [Name]'s care" and, "When staff come they always have a chat to you, especially when they have done their job. The carer I have now has been awesome with me."

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.

There was consultation with staff and people. People and relatives were encouraged to express their views about the care and were involved in decisions making, as far as they were able. People said they knew how to complain. A relative told us, "They left a manual of information. Up to now we have absolutely nothing to complain about because the service being provided absolutely meets our needs exactly."

Right Care People felt safe with the service provided. Staff knew about safeguarding procedures. Rota management was well-managed to ensure people received timely and consistent care from the same staff.

Staff recruitment was carried out safely and effectively. People were correctly supported with their medicines.

The provider was monitoring the use of personal protective equipment (PPE) for effectiveness and people's safety. A quality assurance system was in place to assess the standards of care in the service.