New Shepherd Care Limited

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.

Staff were aware of safeguarding procedures and how to report any concerns they may have had. There were robust procedures in place to ensure any concerns were shared with relevant partner agencies, if identified as required.

Medicines were managed safely, and effective infection prevention and control measures were in place. This included the use of personal protective equipment (PPE) by all staff.

People received continuity of care and were supported by sufficient numbers of staff. Robust recruitment processes were followed to ensure the suitability of staff.

People's needs, and preferences were assessed and regularly reviewed. Care plans were personalised and reflected people's needs and wishes. People felt involved in their care and were supported in deciding how they wanted their care to be provided.

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.

Staff were described by people as kind and caring. They showed dignity and respect to the people they were providing care to. Feedback from people and relatives complimented them on their caring and compassionate attitudes. Staff were trained and supported in their roles through formal training, supervision and observations of their work. All spoke positively about working at the service.

People and their relatives knew how to raise concerns or make a complaint. The provider encouraged feedback on the service and acted in response to any feedback received.

There were a range of quality assurance checks and audits in place. The provider maintained oversight of all aspects of the service and demonstrated a commitment to maintaining high standards of care. The values of the service were known and shared by all staff.