Custom Care (Cannock)

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.

The provider had no systems in place for auditing care plans. Following feedback, the registered manager told us they had identified a process they were going to put into place.

The provider had Effective systems in place to safeguard people from harm and abuse. All recorded safeguarding concerns had been reported to the appropriate authorities.

The registered manager took the necessary action to implement the required learning identified for service improvements through a trend analysis

Care plans were an ongoing document and written using the information from the full assessment. People's care files detailed the personal care they required from staff.

The registered manager ensured all staff's training was up to date.

People told us about the professional and friendly support they received from Custom Care (Cannock) and the positive impact they have had on their lives.

People's communication needs were clarified through the assessment process and staff adapted their approach to ensure people with additional needs could access information required.

Complaints were managed robustly and in a timely way.

The registered manager completed a quarterly events analysis of the service, that focused on compliance

issues. An improvement action plan was then devised to assist with the development of the service.

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.