All About Care (South West) Limited

Safeguarding systems, processes and practices were effective to help ensure people were protected from the risk of abuse and neglect. The service had a balanced and proportionate approach to risk that empowered people and respected the choices they made about their care. Safe recruitment practices helped ensure all staff, were suitably experienced, competent, and able to carry out their role. There were appropriate staffing levels and skill mix to make sure people received consistently safe, good quality care that was person centred. Staff received training that was relevant to their roles and responsibilities. They were supported by the registered manager and colleagues. This included supervision, support to personally develop and to improve services. Medicines were managed safely and staff followed robust infection prevention and control policies to keep people safe.

Robust systems and processes were in place to ensure people’s consent to care and treatment was sought before care commenced. When people lacked capacity to make decisions appropriate assessments had been completed with best interest decisions to ensure the least restrictive option put in place for person. The provider worked well with other services to ensure care was co-ordinated effectively. Assessments had been completed before the commencement of care which formed the basis of care plans which were regularly reviewed and audited to ensure consistent and improved outcomes for people using the service.

We assessed 2 quality statements in the responsive key question and found areas of good practice. The scores for these areas have been combined with scores based on the rating from the last inspection, which was requires improvement.

Though the assessment of these areas indicated areas of good practice, our rating for the key question remains requires improvement.

People told us staff provided person centred care in accordance with their individual care needs. People felt listened to and involved in their care. Systems and processes had been set up since our last inspection to ensure the service consistently sought feedback from people and their loved ones, this had helped them to identify any areas of improvement.

The service was well-led by capable, compassionate and inclusive leads. Robust policies were in place for staff to speak up whenever they had concerns and an open culture encouraged them to do so. The management team led by example to promote an inclusive, diverse and equality of opportunity and experience for the workforce. The nominated individual had established robust systems and processes to ensure the service was consistently well-led evolving as improvements were identified. This had led to significant improvements found during our assessment and onsite inspection.