De Vere Care Partnership - Southend On Sea

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.

Care plans reflected person-centred care and identified people's needs and wishes. Risk assessments were comprehensive providing staff with clear guidance on how to mitigate risks.

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; the policies and systems in the service supported this practice.

Staff spoke compassionately about their role and the people they cared for. People told us they were happy with the care they received, and staff were polite. Most people told us staff normally arrive on time and they have never had a missed call. When staff are going to be late, people are contacted to let them know.

Safe staff recruitment processes were followed. The necessary checks were made when new people commenced employment. Staff wore uniform and photographic identification badges.

Staff followed an induction programme and received training both online and practical face to face training. Staff told us the training was comprehensive and people said staff were competent.

The service did not have anyone receiving end of life care at the time of inspection. The registered manager had plans for staff to undertake training in end of life care and had recently developed a guidance policy.

Staff followed infection prevention and control procedures and were aware of donning and doffing of personal protective equipment (PPE). People confirmed staff wore PPE and disposed of it correctly. Staff were kept up to date with government guidelines in respect of the pandemic to ensure their practice was current.

Medicines were administrated safely, and medicine administration records showed risk assessments had been conducted and people received their medicines as prescribed. The service had a staff member dedicated to medicines management. They conducted audits and had oversight of staff performance observations and training to ensure they were competent.

The registered manager spoke positively about the service and their plans for improvements. They were aware that due to the pandemic, staff were not always allocated the same people to visit. The registered manager recognised the importance of continuity of care and told us their plans were for people to receive care from the same staff group.

The management team conducted regular audits and provided oversight of staff through spot checks, supervisions and appraisals. People and relatives' views were monitored through telephone calls, surveys and visits by the management team.

The service worked closely with the wider professional support network including the GP, social workers and occupational therapist. The registered manager was aware of local services and would signpost people as additional support was required.