I Care Service

People's individual needs and requirements were discussed with them before their care started. Staff received appropriate induction and training and people said staff were skilled in providing their care. Staff monitored people's health and helped them access health and social care services whenever needed. People were supported to have a balanced diet and assisted effectively with their care needs. 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. However, the policies and recording systems used in the service did not always support this practice. We have made a recommendation about recording mental capacity issues.

People felt safe around the staff who provided their care. Staff understood their role in protecting people from harm and abuse. Care plans and risks assessments were person-centred and detailed. Recruitment practice was thorough and ensured staff were of appropriate character to provide support. People felt their care was not rushed and there were sufficient staff to ensure people mostly received care from familiar staff. People were supported well to receive their medication as prescribed. Appropriate infection control measures were in place.

People described the staff as kind, helpful and respectful. Several people told us staff often went 'the extra mile' to help. People were encouraged to participate in their care planning and were given opportunities to feedback on the service provided. The staff actively encouraged people's independence and dignity.

The care planning was person-centred and responsive to people's needs and preferences. The provider was quick to respond to changes in need and reviewed the efficacy of the care provided regularly. People were actively encouraged and supported to access their social networks and community. People had rarely needed to make complaints but knew how to do so and felt communication with the service was effective and friendly. The provider worked with people and their community health professionals to plan and provide personalised and skilled end of life care.

People felt management and staff at the provider's office were well-organised, approachable and took their views on board. Staff enjoyed their work and felt well-supported and valued by management. The provider used quality assurance systems and best practice forums to monitor and drive improvement in the quality and safety of people's care.