Ontime Response Healthcare Limited

There were safe infection control procedures in place including enough supplies of personal protective equipment (PPE) for staff. There were systems in place to ensure if it was required people received their medicines safely and as prescribed. The person using the service was supported by regular, consistent staff who knew them and their needs well.

The provider ensured that lessons were learned when things went wrong, so that improvements could be made to the service and the quality of care.

Staff and volunteers received an induction and ongoing training that enabled them to have the skills and knowledge to provide effective care.

The person's needs and choices were fully assessed before they received a care package. Their care plan included information needed to support them safely and in accordance with their wishes and preferences. The person using the service was supported to eat and drink enough to meet their dietary needs.

The person was 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.

The provider involved the person and their relatives in the care planning process and reviews of their care where possible. The provider had a complaints procedure which was accessible to the person and their relative, so they knew how to make a complaint. There had not been any complaints received at the time of our inspection, but systems were in place to address and investigate complaints.

The service had good governance systems in place to ensure all aspects of the service and quality of care provided were continuously assessed and monitored. A range of audits were in place to monitor the quality and safety of service provision.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk