Absolute Care and Support (UK) 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.

Auditing systems were not always robust and auditing processes had not picked up on the discrepancies we found during this inspection. In both of the extra care schemes, there was a lack of governance, leadership and auditing systems.

The provider had systems in place to monitor staffing levels. An electronic system was used to determine staffing levels, issue staff rotas and deploy staff to people's care visits. However, staff rotas showed travel time was not always allocated between calls. We received mixed feedback from people about them receiving regular staff for their care visits.

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; however, the systems in the service did not always support this practice. There was limited information about people's cognition and mental capacity in their care plans and the provider had no specific mental capacity assessments in place. We have made a recommendation about the provider reviewing their systems in place to work within the principles of the Mental Capacity Act (MCA).

Staff had received an induction when they first started working at the service and mandatory training relevant to their roles had been provided. However, there was a lack of training completed related to people's specific conditions. We have made a recommendation about the provider reviewing their training systems. People told us staff were on time for their visits, and if on occasions staff were delayed they were

informed.

People's rights were promoted. People were treated with dignity and privacy. Staff had received training in equality and diversity, and they were committed to ensuring people were treated well. People's views and decisions about care were incorporated when their care packages were devised. People's independence was encouraged where possible.

People and their relatives told us they were involved in the care planning, which was reviewed regularly. People and their relatives told us the care provided met people's needs. People's communication needs were met. Care plans did not contain people's end of life wishes. The registered manager assured us they will update people's care plans to incorporate their end of life wishes for those who wanted to disclose them.

The culture was open and inclusive. Staff said they enjoyed their roles and liked the company they worked for.