My Homecare Liverpool

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.

People's needs had been assessed to help mitigate risks and the registered manager updated risk assessments when people's needs changed. Accidents and incidents were responded to appropriately. People were supported to take their medicines safely. Staff followed good infection control practices. Staff were safely recruited and people told us they were supported by a small and consistent staff team who knew them well. One person told us, "[staff] always have time to have a chat, I never feel rushed."

Staff received training to complete their job roles effectively and gained practical experience by shadowing experienced staff. Staff were confident they knew who to contact if people required health support. One person told us they were recovering from a health condition and told us, "[staff] made a real difference to my recovery."

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 were treated with kindness and respect, comments included, "[Staff] are very kind and very friendly." Staff showed a good understanding of people's likes, dislikes and preferences and explained how they supported people according to these during their care visits. Staff had an opportunity to meet people prior to carrying out care tasks. This helped to maintain people's dignity. People and their relatives were involved in the planning of care needs. Care plans were reviewed regularly to ensure people's views and experiences were considered.

People's communication needs were discussed during the initial stages of the care planning process. Care plans detailed the support people needed to promote good emotional wellbeing. People told us they felt they would be listened to if they had a complaint.

People and relatives provided positive feedback about the friendly and positive nature of the registered manager and staff team. The registered manager promoted a positive culture and led by example. Staff told us the registered manager was approachable, professional and always contactable. Surveys were sent to people to ensure their views were considered. The service had a quality assurance process in place. Audits on areas of care provision including medicine administration and care plan reviews were undertaken to monitor standards, and to identify where improvements could be made.