Here to Care - Saffron Walden

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.

The registered manager was committed to providing good quality individualised care and lead by example. Staff were provided with guidance on how risks to people's wellbeing should be managed and the steps that they needed to take to keep people safe.

Staff suitability was checked prior to their employment. Staff received training, support and supervision. Staff performance was monitored to ensure that they were working to the standards required. There were systems in place to provide support out of hours and staff told us that the management of the service were approachable and helpful.

Meals were freshly prepared, and people were supported to eat and drink in line with their care plan and nutritional needs. People were supported to have maximum choice and control over their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Care plans were in place to guide staff and underpin the delivery of personalised care. Relatives told us that the service communicated well with them and escalated issues appropriately. There was a complaints policy in place and people's concerns were investigated. People told us that they felt comfortable raising concerns.

Systems were in place to audit the quality of care delivered to people and drive improvement. People's views were key to this process and regular satisfaction surveys on the quality of care were undertaken.