New Horizons Homecare Services Limited

We have made a recommendation about recording people's consent and relatives legal authority to act on someone's behalf.

People's needs and choices were assessed and met. Staff training was comprehensive and thorough. New staff received an induction and shadowed experienced staff members. Staff were supported through appraisals and supervisions and were encouraged to develop. People were supported to eat and drink where this was required and encouraged to eat where they were nutritionally at risk. Procedures were in place to ensure information to support people was shared and discussed appropriately with health professionals, where necessary. 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. People and their relatives were positive about the service and the care and support they received. Risks associated with care and the environment were recorded and monitored. People's needs were assessed and used to determine staff numbers, rotas were produced in advance and people received consistent support. Staff were recruited using established practices. Procedures were in place to administer medicines safely. The use of personal protective equipment was described in care plans and was available to staff. Systems were in place to learn from incidents and actions to improve took place and were recorded. Compliments and surveys showed people were happy with the service they received. Care plans recorded people had been involved in their care planning and in regular reviews. Daily log books showed how people's privacy and dignity were respected. Care plans contained information for staff to support people according to their needs. Concerns and

complaints were logged, monitored and responded to by involving the person and checking they were satisfied with outcomes. Actions were taken to improve where necessary. People were asked about their end of life wishes. Managers were clear about their vision for the service, there was an open-door culture and discussions with people, relatives and staff were encouraged. A governance framework was in place which involved regular checks and audits. Managers understood their regulatory responsibility; a discussion was held about safeguarding notifications. Annual surveys took place for people, relatives and staff; feedback from these was analysed and actions taken to improve the service. Plans were in place to produce a survey to gather feedback from professionals. Managers took opportunity to learn and improve. Managers worked in partnership with other organisations to develop and improve the service.