SPOT-ON Healthcare

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.

People's needs were assessed prior to them receiving support and their independence was promoted. People where confident staff knew how to support them; staff were skilled and had undertaken training to enable them to fulfil their roles. Staff were supported in their roles.

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 were described as kind, caring and respectful. Care was provided in a dignified and respectful way. Care was person-centred. People made choices about the way they wanted their care provided and were encouraged to do things for themselves to remain as independent as possible.

People knew who to speak with if they had any complaint or concern. There was a complaints procedure in place so any complaint would be dealt with appropriately.

People and staff had confidence in the registered manager to manage the service well and were encouraged to give feedback. The registered manager had a good understanding of the regulatory requirements of their role. There were systems in place to monitor the quality and performance of the service to help drive improvement.