Harvlightcare Services 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.

People's experience of using this service and what we found.

Details of how to reduce risks to people's safety were not always included in people's care plans. Care plans did not reflect people's individual needs and preferences.

Safe recruitment practices were not fully robust to ensure that only suitable staff worked at the service.

Enough staff were employed to meet people's needs, although calls providing personal care had not always been timely.

Quality assurance systems were not in place to ensure that risk assessments to promote people's safety were in place, calls were timely or that staff recruitment systems were robust.

The majority of people and relatives said safe care was provided with protection against abuse, neglect and discrimination. Where this had not happened, the registered manager acted and reported the issue to the safeguarding authority.

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.

Everyone, except one person and one relative, told us they were treated with respect and dignity and staff had a caring and friendly approach to them. They said they had good relationships with staff. Staff respected people's privacy and encouraged them to maintain their independence and do as much for themselves as they wanted to.

People were supported to have choice and control of their lives.

The registered manager understood their responsibilities and worked in an open and transparent way. People were aware of how to approach the registered manager to raise concerns or complaints. They said the registered manager always listened to any concerns and acted on them.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk