Papillon Home Care

Assessments of people's needs and any risks had been completed. People had planned their care with staff, including the care they received at the end of their life. People and they relatives told us staff provided their care in the way they preferred. Detailed guidance about how to provide people's care was included in everyone's care plans to support staff provide consistent care. People were not discriminated against and received care tailored to them. People were encouraged and supported to be as independent as possible. Staff were caring and treated people with dignity and respect.

The provider and registered manager had a clear view for the service and had developed a culture which supported staff to share this view. They had oversight of the service and completed regular checks to make sure the service met the standards they required. The provider and registered manager had plans in operation to continually develop and improve the service. Staff felt supported by the registered manager and were motivated. The provider and registered manager were always available to provide the support and guidance staff needed.

Staff knew the signs of abuse and were confident to raise any concerns they had with the registered manager and outside agencies. A process was in place to investigate and resolve any complaints or concerns received. 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 were supported to remain as healthy as possible and their medicines were managed safely. People were supported to plan and prepare balanced meals, of food they liked that met their needs and preferences. Where people required assistance, staff supported them to eat and drink safely.

Staff deployment was planned to ensure people received their care from a small team of staff who knew them well. Staff development was supported and encouraged. Staff had the skills they needed to provide safe and effective care and had been recruited safely. Staff were clear about their roles and responsibilities. The registered manager knew when they needed to inform CQC of significant events that had happened at the service, so we could check that appropriate action had been taken. Records in respect of each person

were accurate and held securely.