Ashton Domiciliary Care Agency

People received exceptional care and support from a staff team who valued and celebrated individuality and diversity. Care was highly personalised to meet people's needs. Staff worked creatively to establish communication with people, so their views could be heard. People expressed confidence that they could raise any issues or concerns with any member of staff or the management team and that these would be addressed. A relative said, "I'd recommend them to anyone, very good indeed".

Staff had confidence supporting people at the end of their lives and were proactive in helping people make plans and arrangements, so their wishes were known.

Strong relationships were formed between staff and people due to the continuity of staff and the very caring approach of staff members. We observed positive and caring relationships between people and staff. People were encouraged to be involved in decisions relating to their care and were treated with dignity and respect.

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 supported people to access healthcare services and would advocate for them when required. People were supported in their independence and in gaining skills, such as in preparing meals for themselves.

Care staff were well informed about risks to people's health or wellbeing and knew how to deliver their care safely. People said staff arrived on time and they were informed in advance of which carers would be supporting them. Staff supported people to take their medicines or reminded them when they were due. People were protected from the risk of infection. Everyone we spoke with felt safe in the company of staff.

People spoke positively about the staff who supported them and had confidence in their skills and experience. Staff had regular supervisions and an annual appraisal.

People benefited from a well led service. The registered manager had shaped a culture where people were at the heart of the service. There was a clear leadership and management structure in place which helped to ensure staff were clear about their role and responsibilities. The service was well organised and had a range of systems in place to ensure its smooth operation and to support good communication. In the provider's survey a relative commented, 'I always give them a glowing report. Couldn't be without them'.