Queensway Homes Ltd

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is to help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

Staff file audits were not taking place.

The agency was supporting people with mental health concerns without appropriate mental health training. They had not updated their Statement of Purpose and asked the CQC to add mental health provision to their service user banding.

Safe recruitment processes were in place, and staff received a thorough induction to familiarise themselves with the expectations of the role and the values of the service. However, one staff file did not have 'right to work' documentation. The provider obtained these during the inspection, and stated it was an oversight.

Staff knew how to support people to keep them safe, people felt safe and trusted staff. Medicines administered safely. Care staff had received training to recognise and report signs of abuse.

Staff received training and supervision to help them acquire the skills and knowledge to fulfil their role and responsibilities.

People told us staff were caring and knew their needs and preferences well. People were treated with dignity and respect and their independence was promoted and encouraged by staff.

People's needs were assessed before the service provided them with care or support. Care plans were developed from these assessments and gave guidance to staff about people's needs and preferences. People and professionals who worked closely with them, where appropriate, were involved in this process.

The provider was open and transparent and promoted a person-centred culture within the service according to staff. Systems and processes were in place to monitor the quality of the service, and to seek the views of the people who used it.

For more details, please see the full report for Queensway Homes Ltd which is on the CQC website at www.cqc.org.uk