Mencap North East Domiciliary Care Agency

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.

Right Support 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. Staff communicated with people in ways that met their needs. Staff focused on people's strengths and promoted what they could do, so people had a fulfilling and meaningful everyday life. Staff supported people to achieve their aspirations and goals. They had supported people to make significant changes to the lifestyle which had led to major improvements in their health. People were supported safely with medicines. Infection prevention and control practices reflected current guidance.

Right Care People received kind and compassionate care. Staff protected and respected people's privacy and dignity. They understood and responded to people's individual needs. Staff understood how to protect people from poor care and abuse. Staff had training on how to recognise and report abuse and they knew how to apply it. The service had enough appropriately skilled staff to meet people's needs and keep them safe. The service worked well with other agencies and were regularly complimented on how well they engaged with healthcare professionals and supported people to receive the healthcare they needed. People's care, treatment and support plans reflected their range of needs, and this promoted their wellbeing and enjoyment of life.

Right culture People were supported by staff who understood best practice in relation to the wide range of strengths,

impairments or sensitivities people with a learning disability and/or autistic people may have. This meant people received compassionate and empowering care that was tailored to their needs. Staff placed people's wishes, needs and rights at the heart of everything they did. Staff were aware of and were working to best practice guidance for supporting people with a learning disability and/or autistic people.