Chanmil Care Ltd

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.

Staffing levels were specific to individuals. One person said, "My requests have always been fulfilled. They provide my care in twos to ensure I am kept safe during transfers." Another person said, "The continuity of carers has been exceptional. They have never been late or missed calls." One relative said, "They make sure they come in twos for the care. We have never been let down." Effective practices were in place to protect people from infection.

Staff were effective in their roles and sought the best outcomes for the people they supported. 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.

Staff were kind and caring and passionate about the care they provided. People's dignity and privacy was maintained. People and their families consistently told us how well looked after they were, and staff were respectful. One person said, "The carers who visit me are very kind and caring. They listen to me and know me and my partner very well. They treat us with dignity and we have always felt respected."

People were given every opportunity to be valued and equal partners in decisions around their care and support. This was reflected in the good quality care and support people received, from a committed, passionate and caring small group of staff. Reviews of people's care were conducted on a regular basis and/or in response to a change.

People said staff supported them to achieve their goals. They told us staff had enabled them to regain confidence to do things. People had individualised care plans which ensured they received person-centred care. Plans considered people's preferences, likes and dislikes and their cultural and religious backgrounds. People knew who to speak to raise concerns and were confident they would be listened to.

The provider was open and honest and strived to look at ways to improve the service. Staff felt well supported and people were confident in the service they received. Staff liaised with health professionals and looked at ways to improve people's life experiences.

The provider had quality assurance processes to monitor the quality and safety of the service provided. Staff told us they felt supported by the management team. People, relatives and staff were encouraged to offer feedback. One person said, "We always share our views and any suggestions are acted on."