Butterfly Care (Bath, Wiltshire and Somerset)

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 were being supported by sufficient numbers of staff, there had been no missed visits. Risks had been identified and assessed, staff reviewed risk management plans regularly. People were being supported by staff who had received training in safeguarding and understood how to report any concerns.

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 supported by staff who were trained and supported by the service. People's needs were assessed and where needed, support was provided to access health services.

People were being supported by staff who were kind and caring. People were happy with their care workers and talked about them fondly. One person told us, "Staff are all very helpful, professional, very kind, sociable and really lovely." One relative told us, "The staff that we get here are first class really caring. They are friends, not just carers and they have the right attitude." People's dignity was promoted and maintained, and their independence promoted.

People had individual plans of care that were updated regularly. The service aimed to provide people with a core group of workers so that they received a consistent service. People told us staff did not rush their care and had time to sit and chat. People had support to record their wishes for end of life if they wanted to. The service liaised with healthcare professionals for support to provide palliative care.

People received their care and support from an open and inclusive service. Staff told us they enjoyed their jobs and felt valued. People, relatives and staff told us the service was well-managed. People and their relatives knew how to complain, and we saw complaints were logged and investigated.

Quality monitoring systems were in place which identified improvement and the provider was striving to continuously improve and develop the service. Partnership working was evident with good relationships being formed with the local community and healthcare professionals. One professional told us, "Butterfly

are one of the best agencies I have ever worked with."