First Class Care Services Ltd

People's experience of using this service: We were unable to speak with the people who received support from First Class Care as they did not communicate in ways which we could understand. We spoke with one of the people's relatives. They spoke positively about the care their relative received. They told us this was because the management team listened to them, and created a personalised plan to meet their relative's needs. They found that staff treated their relative with respect and listened to what they wanted.

We found that people's risk assessments and care plans were detailed. They fully explored the risks which people could be exposed to. Plans were in place for staff to follow to manage and respond to these needs and risks. Staff were aware of these plans and had regular contact with the registered manager and the management team in managing a person's needs.

Staff were positive about their training and induction to their work. They felt fully supported by the management team, and believed the training they received was relevant and of good quality. Staff said they felt confident approaching the management team. Staff received regular competency checks to assure the registered manager they were functioning well in their work.

The registered manager regularly sought feedback from a person's relative and there were plans to expand on this as the service grew. We saw that reviews took place and there were conversations about how to improve the support a person had.

There were some areas in relation to how the service was managed which could be improved upon. There were some short falls in the audits completed by the management team. When we spoke with the registered manager about this, they told us that the service's auditing systems would be more robust in the future.