Everlasting Arms3327 Care Pvt Ltd

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.

People were protected from the risk of abuse. There was enough staff to support people and people told us staff arrived on time. Staff knew how to support people safely where there were risks from health conditions or where equipment such as hoists were used.

Care plans contained detailed risk assessments. Risks to people's health and wellbeing were addressed and mitigated. Environmental risk assessments were also in place, which identified and reduced any environmental risks to people and staff.

Robust recruitment processes were in place. This prevented unsuitable staff from working with people. Relatives told us staff were reliable and consistent. Staff were skilled in carrying out their role. The registered manager ensured staff were appropriately trained.

People told us they felt at ease with staff. People were cared for by staff who treated them with care, kindness, dignity and respect. Staff were committed to providing person centred care and respected people's individual preferences.

People's needs were assessed prior to receiving a service including their protected characteristics under the Equalities Act 2010.

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. For example, Staff had the information they needed to support people to make choices. Staff knew people had the right to make unwise decision.

Staff and relatives told us that the service was well managed. A relative said, "I can speak to the manager

anytime, he'll ring me back if there is a missed call. He responds very well."

The service worked in partnership with other organisations to improve outcomes for people where this was needed. The registered manager had oversight of staff performance. Spot checks were undertaken to ensure staff were following correct procedures and practices.

The service had an effective system in place to assess, monitor and improve the quality and safety of the services provided. Staff told us there was an open culture where they were kept informed about any changes to their role. Staff and people told us the registered manager was approachable and listened to their ideas and suggestions.