By Your Side 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.

The service had a strong culture of learning and improvement. There were robust quality assurance systems in place. This included a range of audits, seeking the views of people who used the service and monitoring the skills, training and competence of the staff team. Detailed records were kept throughout the service. Where things went wrong there were open discussions with people and their relatives, and lessons learnt.

People were supported by an exceptionally caring staff team and experienced continuity of care. The feedback received from people, and their relatives, demonstrated an inclusive and caring culture was embedded at all levels at the service. People were extremely complimentary about staff and the provider and gave many examples of how the service they received had had a positive impact on their life and improved their wellbeing. The provider matched people to staff who best understood their needs and had similarities in culture, experience and interests. People's privacy and dignity were promoted throughout their care.

People felt safe with the staff who supported them. Risks to people were assessed and procedures were in place to help keep people safe. The provider's systems protected people from the risk of abuse. All staff were aware of their responsibilities with regards to safeguarding people. Medicines were managed safely and people were protected from the risks associated with the spread of infection.

People were supported by staff who were well trained and competent in their role. There was a strong emphasis on staff development and empowerment. Staff complimented the provider with regards to the training and development opportunities afforded to them. Staff benefited from regular supervision, competency assessments and observation in their care visits by a senior member of staff.

People's needs, choices and preferences were explored during an initial assessment to ensure their needs could be met by the service and to make sure the package of care was tailored to their wishes and preferences. Staff recognised the importance of ensuring people's rights were understood and protected.

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. People's health care and nutritional needs were known and understood by staff.

People and their relatives knew how to complain if they needed to and felt confident they would be listened to. The provider was responsive to feedback and this was echoed in the comments we received from people.