Ensure Care Ltd

Right Support: People gave us mixed feedback on their experiences of care and their feelings of safety. Risks to people's health and safety were not always identified or assessed. Medicine administration records (MARs) were not always clear and did not follow best practice guidance. 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; however, the systems and processes in the service did not consistently support this practice. Improvements were needed to ensure mental capacity act assessments were accurate.

Recruitment checks included reference requests and Disclosure and Barring Survey (DBS) checks. Staff could describe signs of concern related to catheters and people's skin, and that they would report these to the manager. Staff recognised the importance of keeping people safe from the risk of abuse and avoidable harm. Staff were trained in infection prevention and control and provided with Personal Protective Equipment (PPE). We have made a recommendation about processes for obtaining references, to provide greater assurances that these were verified.

Right Care: We received mixed feedback about people's experiences of call times. Some people told us their call times were suitable, other people said they were too early or late. We received mixed feedback from people about staff competency and skills. People's needs were assessed before they started using the service. When people needed help with their eating and drinking, or assistance to prepare meals, this information was recorded in their care plan. The provider worked in partnership with other healthcare professionals to meet people's needs and in response to changes or concerns about people's health. Staff spoke positively about their training.

Right Culture: Audits and governance processes to maintain oversight of the safety and quality of care were not operating effectively. We received mixed feedback from people and their relatives about their experiences of the care provided. Feedback from staff was consistently positive. Staff demonstrated pride in

their roles as care workers and the support they provided to people. Feedback about people's experiences of care was gathered through questionnaires, telephone calls and spot checks. Spot checks of staff were carried out to monitor care standards and identify where improvements were needed. The provider worked in partnership with external agencies and professionals, to access staff training and healthcare for people.