Total Care Nursing Limited

Staff were described as kind and patient. They understood people's cultural needs and were respectful of this. People were involved in making decisions about their care and staff promoted people's independence.

People felt safe. Staff protected people from avoidable harm, were knowledgeable about safeguarding and felt able to raise concerns. Systems were in place to recruit staff safely. People were supported by a small team of regular staff which provided continuity.

Staff received appropriate training and support to enable them to carry out their roles effectively and safely. Staff supported people to access healthcare and maintain nutrition and hydration where they provided this support. People's needs were assessed before they began to use the service.

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.

People had care plans regarding their support needs. Staff knew people's needs, life histories, preferences and routines well. The provider had a system in place for responding to people's concerns and complaints. Any complaints or concerns raised were used as an opportunity to improve the service.

The provider's quality assurance systems were effective. There was a positive culture within the service where people, staff and relatives felt listened to and their feedback was used the improve the service.