Embrace Home Care Limited

Staff had a good understanding of their service user group and support was set up with people at its centre. Communication between management and the support team was effective and the provider was good at responding to and acting when concerns were raised. Staff had access to ongoing training and support, and recruitment processes were robust.

The provider had a digital system to manage care calls which included geographical tracking, PIN protection, and a task specific list for each person. A member of staff was identified to monitor this. Alerts were enabled to indicate if support staff had not arrived on time and a protocol in place to address this. People told us that staff always stay for the entire length of the call and that travel between calls was not included in their call time. There was a 24-hour on call system in place and flexible support available to help people and their families.

Care plans were generally well constructed and staff received guidance and support to enable them to deliver care in line with current best practice. Information about people and their communication needs was shared with staff and the relevant healthcare partners, and people were supported to manage their health and improve their outcomes.

Staff were kind and caring and spoke positively about people, treating them as individuals. There was a positive, compassionate culture at the service and staff confirmed there were opportunities for them to speak up. There was evidence of regular staff supervision, staff meetings, and opportunities for people to feedback or comment on their support The registered manager, admin team and staff had worked hard to continuously raise standards and enhance people’s quality of life. Staff members told us the management team were very supportive.

Training provision and attendance was generally good; however, we were not fully assured by some systems. There was no provision for senior members of staff to complete medication competencies and autism and learning disability training was not on the training schedule though mandatory. These issues were resolved at the time of our inspection.