In Home Care Ltd

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 were supported to have maximum choice and control of their lives and staff supported in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People and relatives spoke highly of the staff who they found to be skilled, professional and competent. Staff completed an induction into their role and were supported in their on-going professional development. The service ensured people were supported by staff who had the training and skills to meet their specific needs. There was a holistic approach to the assessment of people's needs and to ensuring people had access to the support and resources they needed which had resulted in positive outcomes for people.

The service provided outstanding care from staff who delivered an exceptionally kind and compassionate service. Staff often exceeded expectations by going the extra mile to promote people's wellbeing and quality of life. Staff built positive relationships with people, their families and these relationships were valued by people and staff. The culture of the service supported staff to provide high-quality person-centred care. People and relatives told us they were fully involved in expressing their views so that care could be delivered in line with their preferences and decisions. People were asked about their protected characteristics under the Equalities Act (2010). This provided people with the opportunity to discuss their diverse needs, should they wished to do so and supported person-centred care.

People told us their needs were met and care plans described how they preferred these to be met. This

included people's communication and activity needs to help prevent social isolation. People and relatives told us the service was responsive to their needs and acted on any concerns or complaints promptly. No one was being supported with end of life care at the time of our inspection however, the service had the experience and guidance available for staff should the need arise.

Feedback from people, relatives and staff was consistently positively about the management of the service. The culture of the service was inclusive, and person centred and achieved good outcomes for people. People told us, and evidence confirmed they were regularly consulted about their experience of the service and their feedback was acted on. Systems were in place to monitor the quality and safety of the service and staff were supported to be accountable in their role through supervision, team meetings and observations.