Best for Care

Not everyone using the service receives the regulated service of personal care. CQC only inspects the personal care service provided to people, that is help with tasks related to personal hygiene and eating. Where personal care is provided to people, we also take account of any wider social care provided.

People's experience of using this service: The service met the characteristics of Good in most areas; more information is in the full report. We have made a recommendation about fully implementing Accessible Information Standards to ensure people's communication needs are fully met.

People told us staff were kind, offered them choices and treated them with respect. Staff knew people well, including their preferences and care needs. However, more information needed to be documented in care records about people's likes and dislikes, life stories and information about future wishes, to fully facilitate person-centred care.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People and/or their relatives were involved in the planning and review of their care.

People and their relatives told us they felt safe in the company of care staff. Staff were aware of reporting any safeguarding concerns to the registered manager and had received safeguarding training. A complaints procedure was in place and people told us they knew how to raise any concerns.

People's nutritional and healthcare needs were supported, and medicines were managed safely. The service liaised with healthcare professionals to ensure people's care and support needs were met.

Safe recruitment procedures were in place, although we were not able to test this during our inspection because the provider currently carried out care and support. However, they were looking to recruit another staff member to this role. People told us staff completed all required tasks, stayed the required length of time and informed them if their visit was going to be late.

Systems were in place to ensure staff received appropriate training and updates. The provider had completed appropriate training prior to providing care and support. Systems were in place to support staff and give them the opportunity to discuss any concerns and their ongoing development needs.

Systems were in place to monitor the quality of care provided and further areas were being developed. People were positive about the care provider and registered manager and said they were approachable and supportive.