Agincare UK Christchurch

There was a culture of continuous improvement within the service and processes were in place to ensure lessons were learned where things may have gone wrong. Safeguarding systems were robust and staff spoke knowledgably regarding recognising and reporting potential abuse. Risks to people were managed well and ensured people received individualised care and support that maintained their health and wellbeing. Appropriate numbers of staff were employed who had been safely recruited and received the required training and support to care and support people safely.

Staff were kind, caring, compassionate and friendly. People told us they looked forward to their visits from the staff and enjoyed spending time with them. Staff knew people well and provided their care and support in ways they preferred. People were treated with dignity and respect and their privacy was respected. Staff worked well together as a close-knit team ensuring people received person centred care. The registered manager ensured their staff team were given full support which in turn would lead to people receiving the best possible outcomes from a happy, confident staff team.

Care and support was tailored to people’s individual needs. Staff knew people well as individuals and knew what their preferences, likes and dislikes were. People were supported to follow their interests and staff supported them to see health professionals if this support was needed. Care plans gave a good overview of people’s support needs and people and their relatives were regularly asked for their views on the service that was provided. These views were listened to and actions taken if required.

Governance systems and processes were robust ensuring clear oversight throughout the service. The service was well led by a visible and supportive management team. Staff were well supported in their roles and worked as a close-knit team for the benefit of people. People, their relatives and staff had confidence in the management of the service and felt involved in decisions. The registered manager had made the necessary notifications as required. Policies and procedures were in place to ensure the service operated safely.