Town and Country Care (Whitby) Ltd

Town and Country Care (Whitby) Ltd is a domiciliary care agency. It provides personal care to people living in their own homes to predominantly older people. At the last inspection the service was rated 'good'. At this inspection we found the evidence continued to support the rating of 'good' and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

At the time of inspecting 80 people were receiving a regulated activity. Not everyone using the service receives a regulated activity; CQC only inspects the service being provided by people with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

A registered manager was in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Safe understood and followed safeguarding procedures to protect people from harm. Where risks to people were identified, appropriate plans to manage these were in place.

Medicine had been administered safely. Staff had received medicines training and regularly had their competencies in this area assessed. People told us staff followed good infection control practices and the provider ensured personal protective equipment was readily available.

New staff received a thorough induction to the service and were supported with regular one to one supervisions and observations. A thorough training program was in place.

People were supported, where needed, to maintain good food and fluid intake. Care records clearly detailed the level of supported people required.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Consent to care and treatment was recorded and staff respected people's choices.

People told us they were actively involved in the planning of their care. Care records contained person- centred information. Regular care reviews had taken place to ensure the support in place continued to meet their needs. People were encouraged to engage with others to avoid social isolation.

People told us staff were kind and caring and treated them with dignity and respected. Staff were knowledgeable about peoples likes, dislikes and preferences and positive relationships had been developed. Care records showed that people were encouraged to remain as independent as possible. Staff provided advise on where aids to maintain independence could be sourced.

The management team were friendly, approachable and responsive. People were asked to provide regular feedback on the service provided. Quality audits had been conducted to monitor and improve the service although these were not always consistently recorded.

The registered manager was continuously trying to develop the service through the introduction of electronic systems and initiatives to retain staff. Staff told us they were well supported and valued by management.

Further information is in the detailed findings below.

The five questions we ask about services and what we found