Care To You Healthcare Limited

Staff knew how to keep people safe and were knowledgeable about safeguarding and when to raise concerns, however the safeguarding policy was not clear for staff to follow. The provider reviewed and made immediate changes to the policy before the assessment concluded. The provider had referred safeguarding concerns to the local authority appropriately, however they had not informed CQC as they are required to. Immediately following the assessment, those retrospective notifications were sent to us. Recruitment processes were robust, which ensured that staff had the right qualifications and values for their role, but staff feedback was mixed about whether they felt well supported and valued at work. Staff understood people’s risks and how best to support them with those risks. Improvements are needed to information provided in care plans and risk assessments for staff to follow. Where staff had noticed health or medical changes, these had been recorded in their daily notes, however, they had not always reported these, in order for them to be followed up appropriately.

People and relatives fed back to us that they felt involved in all aspects of their care and decision making and were encouraged by staff to make choices and voice their preferences. Some of the comments we received from people were, “They give me choices and let me make decisions, encouraging me to maintain some independence,” and “They ask me about my likes and dislikes.” A relative told us they were very happy with the care their loved one receives, saying, “[Person’s] routine is followed, never rushed, nothing is too much bother. Smiley happy staff.”

People and relatives told us that staff were very responsive and supported them to maintain contact with family and friends. One person said, “They support me to keep my close ties with family and friends.” Another person had written in their feedback survey that the care staff understand what is important to them, “They even feed my dog, I’m very happy with the service.” Relatives told us that staff are knowledgeable about people’s individual communication needs, “[Relative] is very deaf, and the staff are very patient and caring which helps him. They know when to contact the GP.” Another person we spoke with said, “I find the company are responsive to my wants and needs and do everything they can to meet them.”