Principles Recruitment Care Agency Limited

Not everyone who used the service received personal care. 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.

Staff understood their responsibility to protect people from abuse and harm. They told us they were confident any concerns they raised would be taken seriously by the registered manager.

Safe procedures were in place to make sure people received their medicines as prescribed and to manage people's individual health risks.

There were enough staff available to ensure people's care and support needs were met. The registered manager worked alongside staff and delivered care. They told us they tried to accommodate people's requests for additional care and visit times where possible. People told us staff arrived on time and stayed for the full amount of time and were informed if staff were running late.

Staff had been safely recruited and had received regular training and supervision to effectively meet people's needs. The timeliness of staff induction and the consistency of recording previous staff employment checks was being reviewed to ensure people were supported by trained and suitable staff. Staff supported people to have enough to eat and drink and assisted them to access healthcare services and professionals when they needed.

People were treated with respect by staff who showed them compassion and understanding. Relatives praised the staff and told us they also received emotional support from the managers and staff. Staff respected people's privacy and dignity and encouraged people to be as independent as possible.

People's care plan reflected their support requirements, preferences and levels of independence. Staff understood the requirements of the Mental Capacity Act 2005. 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 knew how to complain and were confident the registered manager would address their concerns. An independent consultant had been employed to assist the registered manager in monitoring the service through a range of quality checks and audits. They also gained feedback from people who used the service, their relatives and carried out spot checks on staff care practices. Actions were taken and improvements were made when needed.