FCM Healthcare Agency

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.

Systems and processes protected people from the risk of abuse. Risks to people were assessed, mitigated and planned into care, regular reviews took place with people and staff involvement. People were protected from the risk of infection as staff had a good understanding of infection control and had access to appropriate personal protective equipment [PPE]. People were not being supported with medicines at the time of the inspection, however, staff were trained in the safe administration of medicines should the need arise. Accidents and incidents were recorded and measures put in place to mitigate repeat incidents.

Peoples care needs were assessed prior to them joining the service to ensure their needs could be met. Staff had received training and were working towards the care certificate. Regular staff supervision and spot checks took place and staff were well supported in their role. People's food and fluid needs were met and staff ensured people had choice. People were supported with medical appointments when required.

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 were kind and caring. People were encouraged to share their views and were involved in the care planning process. Staff ensured people received respectful and dignified care, independence and choice was well supported. The provider ensured people's protected characteristics were included in the planning and delivery of care.

Care was planned to ensure people's individualised needs and preferences could be met. Continuity of care was ensured by a regular team of staff that knew people well. People's communication needs were assessed and planned into care; information could be made available in various formats to meet people's needs. People were supported to take part in activities which were important to them and staff understood how

this supported wellbeing.

People had access to a complaints policy and knew how to make a complaint if needed. The provider did offer an end of life service; however, they had ensured staff were trained in basic life support in case of an unexpected incident and understood the importance of communicating end of life preferences to staff should they be in place.

The provider maintained effective oversight of the safety and quality of the service. They understood the duty of candour and there was evidence of this being followed. The provider agreed to review the regulatory requirement around recruitment to improve their knowledge and understanding. There was a positive culture in the service with people and staff included in care planning and reviews and they were able to share ideas and opinions openly with the provider. The provider ensured and led by example a culture of learning and development with staff who were encouraged to enhance their skills. The provider understood the importance of multidisciplinary team working, they worked in partnership with other professionals to ensure people's needs were met.