Doris Jones Limited

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's experience of using this service and what we found. People and their relatives told us the service provided excellent care and staff went above and beyond their expectation. One person said, "I love [staff member], they cheer me up when I am grumpy, make my house look lovely, nothing gets forgotten, they are brilliant, plump my cushions, get water and rearranges the plants." A family member told us, "Every aspect of [relative's] care has been outstanding; punctuality; reliability; professionalism; cheerfulness and kindness. We, as a family, have been immensely impressed and the reward has been my [relative's] remarkable recovery." Another said, "[Relative] has the same staff five times per week. They know exactly what they need. I can't fault them, [name of staff member] knows how to support them and it reassures me."

The management of the service was exceptional and went above and beyond its remit to provide a well led service. The management team, led by an experienced and passionate registered manager, provided an excellent quality service where people were at the forefront of their care. Staff were highly supported and valued for the energy and enthusiasm they bought to their work.

People and their relatives had trust and confidence in the staff and management which exceeded their expectations. Everyone, without exception, said they would recommend the service to others.

Staff responded to people in a person-centred way, providing individualised care and support. People had received respectful and sensitive end of life care.

People told us they felt very safe with the staff. People appreciated the continuity of care from the same care staff who were punctual and attentive. People were actively encouraged and supported by the staff to take informed risks which increased their independence, autonomy and sense of worth

Safe staff recruitment practices were followed to ensure staff had sound values and the personality and aptitude for carrying out their role. Staff were provided with the skills and knowledge through an effective and individualised training programme to meet their different learning needs.

People received their medicines as prescribed. People confirmed that staff followed infection control procedures and wore gloves and aprons appropriately to prevent the spread of infection.

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. People were fully involved as partners in their care. Consent was always obtained before care was provided. Staff were exceptionally caring, kind and compassionate and treated people with dignity and respect.

The service worked in collaboration with health and social care professionals and the community to promote joined up care. The service was increasingly proactive in recognising social exclusion and isolation and involved people in the life of the community.

People and their relatives were confident that if they had concerns or complaints, they would be dealt with appropriately. People had information in their preferred format based on their sensory and communication needs.

Systems were in place to monitor the delivery of care through audits, spot checks, staff observational supervision and quality assurance questionnaires. Lessons learned were documented, analysed and shared with the management team and staff to make the service a leading social care provider.