A&M Home Care Services Limited

At the time of our inspection visit 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.

Staff provided effective care because they were regularly monitored by the registered manager and completed essential training to ensure they delivered care safely. Care staff were subject to regular observations by the registered manager. Observations included checks of medicine management to ensure people received their medicines as required. The registered manager attended care calls with staff to ensure they followed the provider's policies and procedures.

People's needs were assessed prior to them using the service to check they could be met. 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 asked people for their consent before providing them with any care. Staff worked with other professionals to ensure people had access to the right healthcare support. They encouraged people to eat and drink well and assisted people with any nutritional needs.

People told us the staff were kind, caring, friendly and cheerful. Staff provided personalised support and encouraged people's independence whilst delivering care. People's care plans provided clear instructions for staff to follow on how to meet their needs. People and their relatives were positive about the service they received and felt it improved outcomes for people.

The provider had a system to monitor the quality of the care provided which included seeking people's views and experience of care. Audit checks completed by the registered manager identified any improvements required. People knew how to raise a concern and felt issues they raised were listened and responded to. The registered manager understood the importance of information being accessible to people and had arrangements in place to ensure these were in suitable formats for people.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk