J.C.Michael Groups Ltd Hackney

Right Care: People told us staff were kind and caring. People said they were treated with respect, however some people told us they did not always have the opportunity to give feedback. We spoke with the registered manager about this and they showed us a survey that had been sent out to everyone using the service to obtain their views. Staff told us they promoted people's independence and protected people's dignity.

People had care plans in place, people's likes and preferences were recorded. People told us that staff communicated with them well. Records showed that people's communication needs were recorded. People, staff and relatives told us they knew how to make a complaint. The provider had a complaints procedure in place.

Right Culture: The provider had a call monitoring system in place, the data we analysed showed staff were often late on visits and in some cases did not stay for the allocated time. The provider had picked up on these issues through their auditing process and had taken steps to address them, however some of these issues were still

not fully addressed.

There were mixed views about the communication from the office, some people said it was good and some said it was not good at all. The staff told us they felt supported by the management team. The provider had an auditing system in place which for the most part was effective. We have made a recommendation about the call and visit monitoring system. People told us overall they felt safe. Risk management plans were in place, we have made a recommendation about improving risk assessments.