Pro-Help Limited

Not everyone who had fluctuating capacity or whose capacity to make specific decisions was uncertain had mental capacity assessments in their care records.

Support visits did not always take place on time and some people experienced a high number of different carers. Care records included information about people's needs and preferences but improvements to some areas were required.

Audits and quality assurance checks took place but were not always effective. Some staff felt communication from the management team needed to improve.

People felt they received safe care. Recruitment processes were followed to ensure staff were suitable for their roles but there were some gaps in information on staff files.

Staff and the management team knew people well and had a good understanding of people's needs and individual preferences.

People were supported to promptly access health care services when needed. The management and staff team worked in partnership with health and social care professionals to ensure people's health and support needs were met.

People received support from positive and friendly staff. Staff were caring in their approach and had positive relationships with people and their relatives. People were treated with respect. Staff maintained people's dignity and promoted their independence. Consent was sought before care was delivered.

People and their relatives knew how to make a complaint and felt they could raise issues with the registered manager.

An electronic system had recently been introduced which continued to be embedded into care and management practice.

The registered manager and provider were keen to ensure people received a good quality service and were aware of the improvements needed. The management team were aware of their legal responsibilities and worked in an open and transparent way.

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.