Rings Homecare Greater Manchester

Staff provided safe care. Staff knew the procedure for reporting accidents or incidents. The registered manager explained how they learned from incidents and followed the duty of candour when things had gone wrong. The provider had up to date policy and procedures in place for the management of accidents and incidents. The local authority told us the registered manager was open and transparent and was helping drive improvements. People were kept safe from avoidable harm because staff knew them well and understood how to protect them from abuse. Completed safeguarding forms were detailed and included information on who was involved, what happened, and the action taken to protect the person(s) and outcomes. The service worked with other agencies to meet people's needs. The provider had safe systems in place for appropriate and safe handling of medicines and medicines were given as prescribed. Staffing levels were safe, staff were recruited safely, and people were supported by familiar staff. People were supported by staff who had received relevant training. People had personalised care and support plans which reflected their needs. Staff assisted people to attend health care appointments. The registered manager provided examples of how the provider had worked with people to manage risks and make improvements within their lives. Environmental risk assessments were completed prior to staff providing any care and support to people. People and relatives confirmed staff wore personal protective equipment as required when supporting people.

The service was well-led. The registered manager worked closely with the local authority quality assurance and improvement team and the assigned contract and quality monitoring officer for the service. People and their relatives were involved in care planning, reviewing care, and telephone monitoring. The provider had an up to date Statement of Purpose (SoP), which clearly explained the organisations' aims and values; each person using the service was provided with a copy of this within their home file. Staff spoke positively about the service and how it was managed, and all staff felt supported and able to raise any concerns. People and relatives were complimentary about the registered manager and their impact on the service, since starting in post. People and relatives spoke positively about the service and the care and support provided; they felt involved in the service. Staff told us the provider had a whistleblowing and freedom to speak up policy, which they had access to and knew how to report any concerns. No staff we spoke with had needed to raise any concerns. The provider had up to date policies and procedures in place relating to equality and diversity, staff support and well-being. The provider and registered manager completed a number of audits and monitoring processes, to assess the safety and effectiveness of the care and support provided. The provider employed a quality assurance and compliance officer, who completed and oversaw the internal audit process and any monitoring completed. The registered manager also completed weekly and monthly key performance data, which was reviewed by the provider and actions generated as required. People and relatives felt listened to and were able to raise concerns if they needed to. The staff team had the skills, knowledge and experience to perform their roles, and understood their roles and responsibilities. Governance processes were effective. There was a strong sense of trust between leadership and staff.