QCM Healthcare

Care plans varied in quality and detail, in particular when support was arranged at short notice. In these instances, senior staff ensured information about peoples' needs was shared verbally across the staff team. Although this mitigated the potential for risk, improvements were needed to ensure staff had personalised written guidance about all the people's needs.

The registered manager had worked hard to address the concerns we had raised at the last inspection. They had implemented new systems to support senior staff sustain improvements as the service grew. Some of these systems still needed to be embedded into the service. However, the registered manager understood their service well and was committed to continuing to develop and improve quality of the service.

Recruitment and induction processes had improved, which supported the registered manager to provide safe care. There were enough staff to support people safely. The staff team were well supported, supervised and engaged.

Staff understood how to protect people from poor care and abuse. Staff had training on how to recognise

and report abuse and they knew how to apply it.

Staff supported people with their medicines in a way that promoted their independence and achieved the best possible health outcome.

Staff worked well with people, their relatives and other professionals to maintain their health and wellbeing. Staff provided key support to people requiring end of life care, enabling them to continue to be cared for at home.

People received kind and compassionate care. Staff protected and respected people's privacy and dignity. They understood and responded to their individual needs.

Support was flexible and responsive. Staff evaluated the quality of support provided to people, involving the person, their families and other professionals as appropriate.

Right Support: 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.

Right Care: People could communicate with staff and understand information given to them because staff supported them consistently and understood their individual communication needs.

Right Culture: People's quality of life was enhanced by the service's culture of improvement and openness.