Blue Moon Care Limited

One person was currently receiving personal care from the agency and they provided wellbeing services to two other people. 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 registered manager promoted people's human rights and inclusivity through equality and diversity training. People and staff advocated for improved services for disabled people through their 'ME uncut' project. They raised awareness of the condition through distributing information leaflets distributed to GP practices, schools and to the public and wrote an article for a local health journal. They also challenged and tackled disability discrimination wherever they experienced it, for example, in restaurants and public buildings.

People received an exceptionally personalised service because staff had an excellent understanding of their needs. Staff were committed to enabling people live fulfilling lives and supported them to achieve their goals. For example, they supported a person to obtain a master's degree in education and to work towards gaining employment. The registered manager used their educational expertise to teach a graduate how to amend the person's study material to make it suitable for their use. This included breaking the information down into smaller sentences, and through the use of coloured text and larger fonts to make it more accessible to them.

People's wellbeing was improved through an innovative wellbeing programme to support them with social interaction, mental stimulation and to learn new skills. For example, staff supported people to grow produce and make craftwork items, which they exhibited annually at the Taunton Flower show. Pictures of the 2019 show, an array of prizes and judges' comments were proudly displayed in the agency's office to celebrate their success.

People who used the service had a very close friendship and it was important to them to spend time together. When people were less well and unable to go out much, staff were increasingly using technology to support them to maintain social contact and prevent isolation. For example, using information technology (IT) to share messages of support, photographs, do arts and crafts and play games, watch films and other events virtually together.

The agency was exceptionally well led by the registered manager and their deputy who led by example. People and staff spoke about the high quality of care provided. Staff were motivated, enthusiastic and were proud to work for the agency. The provider promoted a positive culture that was person-centred, values based, open, inclusive and empowering. People, staff and management all worked together with input on priorities and decision making. For example, on training, developing policies and setting new goals.

Managers and staff worked tirelessly to give people with ME a voice through continually developing their 'ME Uncut' project and through contact with a member of a panel of experts developing clinical guidelines about ME for the National Institute for Health and Care Excellence (NICE). There was a strong emphasis on learning and continuous improvement. For example, the registered manager compiled a regular newsletter featuring articles of interest and relevance to people and staff. Following attendance at a training event about the introduction of General Data Protection Regulations (GDPR), they shared that knowledge by working with people and staff to create a local policy.

People received consistent support from well-trained care staff who knew them well. 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 said they felt safe as they were supported by a small team of staff they knew and trusted. Staff knew about the different types of abuse, ways to protect people and how to report concerns. Complaints and incidents were opportunities to learn and improve.