Familya Care Services Ltd

People's experience of using this service People who used this service received continuity of care from a regular team of staff. People told us staff came when they were supposed to and stayed for the agreed period of time. Staff knew when and where they were visiting, as their rotas were planned in advance. There were systems in place for out of office hours to enable people and staff to receive the support they needed.

The provider had organised sufficient supplies of PPE for staff and there were clear arrangements in place regarding regular COVID-19 testing of staff. People confirmed staff wore appropriate PPE on their visits.

New staff received induction training when they started work and ongoing refresher training was provided. People's medicines were managed effectively, and staff competency to administer medicines was checked at regular intervals.

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 needs were assessed prior to the commencement of the service. This assessment included people's health, physical, social and emotional needs. The environment was risk assessed and the information used to build a detailed care plan for staff to follow when providing support. People were supported to eat and drink to maintain a balanced diet. Meals and drinks of their choice were prepared.

People were supported by a kind and friendly staff team who treated them with respect. Satisfaction surveys were undertaken at regular intervals to ascertain the views of people who used the service.

The registered manager carried out regular supervisions and observational spot checks to check that staff were working to the required standards. The registered manager knew each person well and had a good level of oversight of the care provided. There were some quality assurance systems in place and there were plans to develop these further.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk