Greenway Homecare Limited

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.

The provider regularly sought people's feedback and supported people to address any changing needs they might had had by accessing other services. A professional working with the service said, "[The agency] will also deal with a lot of stuff- they will call doctors, nurses, mental health specialists. They are very proactive. I think they are very good company, would use them for my own family if I needed."

People received safe support with their medicines where needed and were protected from the risk of spread of infections including COVID-19 as well as any safeguarding risks. Staff supported people to minimise the overall impact of the pandemic on their health and emotional wellbeing.

People told us staff were caring, kind and respectful. One person said, "They are lovely, they are diamonds. They just do it. They are so nice." Another person told us, "They are splendid, magnificent, not only in care but also personality, very cheery every day, marvellous."

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 told us they felt supported by the provider and had ongoing access to the training and management advice they needed to provide people with high quality care. The management team were very involved in day to day care provision and knew people well.

The registered managers were fully aware of their legal responsibilities and maintained transparent and open communication with CQC and other partners such as community nursing teams or social services. The registered managers had a good oversight of the service and we saw evidence of action taken to address

identified improvement needs. For example, people's care plans were being updated to a new, more person-centred and robust format.