Care Matters (Homecare) Limited Stockton

Risks to people were assessed and monitored. People were generally supported by stable and well-trained staffing teams at the times they wanted. However, some people said calls did not always take place when they wanted them. We discussed this with the provider, who said staffing would be reviewed. People were safeguarded from abuse. Medicines were managed safely.

Assessments took place taking account of people’s communication, personal and health needs. People had enough to eat and drink to stay healthy. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving between services. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved those important to people to take decisions in people’s best interests where they did not have capacity.

People were treated with kindness and compassion, and were treated as individuals. People had choice over their care. The provider generally supported staff wellbeing, though in some cases staff said they thought communication and inclusion at the service could be improved.

Care was based on people’s choices and needs. Staff provided information people could understand. People knew how to give feedback and told us this was usually acted on. People received fair and equal care and treatment. People were involved in planning their care and understood options around choosing between care.

Staff gave us mixed feedback on culture and values of the service, which the provider said they would review and improve. Systems were in place to monitor and improve standards. Managers worked with the local community to deliver the best possible care and were receptive to new ideas.