Exemplar Homecare Limited

People's experience of using this service:

People told us they felt safe with staff and staff arrived on time for the calls. Risks were assessed in key areas and people were provided with safe care. Environmental risk assessments were in place, but these did not include reference as to how to make people safe in an emergency. The provider ensured safeguarding processes were followed. People's medicines were managed safely. The risk of the spread of infection was safely managed. The provider had systems in place to help staff to learn from mistakes.

People received care in line with their assessed needs. Staff training was up to date and staff practice was regularly assessed. 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 support this practice. People were supported to maintain a healthy diet. People had access to other health and social care agencies where needed.

People and relatives liked the staff and found them to be respectful, kind and caring. Staff treated people with dignity, including when personal care was provided. People were encouraged to do as much for themselves as possible. People were able to make decisions about their care and their wishes were acted on. People's records were stored securely to protect their privacy.

People's care records were person-centred and focused on what was important to them. People's care was planned with them, to ensure their preferences about their care was reflected in the care they received. Complaints were responded to in line with the provider's complaints policy. People were not currently receiving end of life care. The registered manager will discuss this element of care in people's future reviews.

Quality assurance processes were in place; and these were effective in highlighting and addressing any issues with care. People were asked for their views during telephone interviews; however, no analysis was conducted to identify any trends. No annual survey was completed to enable the provider to assess the quality of the service provided for all. This could hinder the opportunity for continued learning and development.

People and relatives felt staff responded well when they raised any issues and spoke highly of the registered manager. People found the registered manager to be approachable and open to making improvements and

acting on feedback. The registered manager had a good understanding of the regulatory requirements of their role