Rock of Ages Care

People said they felt safe in the hands of the carers. Staff knew them and they understood the type of care they required. People said they received the medicines they required and people's medicines records had improved since our last inspection.

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.

People's care plans included sufficient detail to help staff provide appropriate care. Staff said they never went to someone without knowing about them first and any changes to a person's needs were updated in their care plans.

Staff said they had sufficient time with people and if they were running late, they would inform the office. People told us staff arrived when they were expecting them and stayed the time agreed.

People said staff wore appropriate personal protective equipment (PPE) and staff confirmed they had access to PPE when they needed it. We saw the registered manager led by example, wearing their mask throughout our visit to the office.

People were supported with their food and drink and told us staff always ensured they made their own choices in this respect. People were encouraged in their independence and staff supported people to go out if they could.

The agency was not providing care to anyone with an autistic person or anyone with a learning disability. However, we expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

The service was able to demonstrate how they were meeting how they were meeting some of the underpinning principles of Right support, right care, right culture.

Right support: Model of care and setting maximises people's choice, control and Independence; People were encouraged to be independent and make choices around their care. Right care: Care is person-centred and promotes people's dignity, privacy and human rights; People were treated as an individual by staff and were provided with respect. Right culture: Ethos, values, attitudes and behaviours of leaders and care staff ensure people using services lead confident, inclusive and empowered lives;

Management and carers demonstrated a good ethos, one that was centred on the people they provided care to.

People told us they felt the agency was well managed and if they had any concerns or complaints they knew who to raise these with and they were responded to.

Staff were happy working for the agency. They told us they felt supported and listened to and they had the opportunity to express their views in staff meetings.

Learning took place from accidents, incidents and safeguarding concerns. Where important information needed sharing with staff, the registered manager held emergency meetings.

Since our last inspection, the registered manager had recruited additional office staff to help strengthened the governance arrangements within the agency.