Lovedean Homecare Limited

People and their relatives were delighted with the kindness and thoughtfulness of staff, which exceeded their expectations of how people would be cared for and supported. People explained how staff went the extra mile for them and assured us they couldn't ask for anything more. People told us the support they received significantly improved their well-being.

People were promised they would never be cared for by a stranger and new staff were always introduced prior to supporting people by familiar staff or the registered manager. All staff employed were local which helped them to build strong and trusting relationship with people. People told us and their relatives confirmed that people felt valued by staff who respected their privacy and dignity and these principles were central to the service ethos. Staff were sensitive to people's lifestyle choices in their own homes.

The service was extremely responsive to people's needs and wishes even if the support people needed proved to exceed the contracted hours. People told us that staff went over and above the call of duty. People also said this made a profound difference to their lives.

People received safe care from staff who had been trained to protect people and identify signs of abuse. Risk assessments were implemented and reflected the current level of risk to people. Staff understood their responsibilities to report any concerns and followed the provider's policies in relation to safeguarding and whistleblowing.

There were enough staff to keep people safe and appropriate arrangements were in place for emergency staff cover. Recruitment processes were designed to ensure only suitable staff were selected to work with people.

Staff managed medicines consistently and safely. People and their relatives told us that people received their medicines at the times they needed them and they were happy with the support they received.

There was a strong framework of accountability and people were consistently involved in developing and evaluating the service they received. Staff performance was monitored through regular spot checks and observed supervisions. People were regularly asked for their feedback. Action was taken in response to people's feedback and when staff performance required improvement.

People were supported to have maximum choice and control of their lives and staff provided them with care in the least restrictive way possible. The policies and systems in the service promoted this practice.

Care plans were personalised and centred on people's preferences, views and experiences as well as their care and support needs. People's history, family relationships and religious and cultural needs were taken into account.

The provider conducted regular quality checks and identified actions to enhance the service. The registered manager was devoted to providing people with such care so that they were able to live as independently as possible in their own homes. The manager involved staff in promoting an open and positive culture. Staff knew how to put the aims and values of the service into practice so people received personalised care. Staff, people and their relatives spoke positively about the registered manager.