Cloud Homecare Limited

People's experience of using this service:

People told us they were happy with the service they received. They said staff treated them with respect and promoted their privacy, dignity and independence.

Medicines were not always safely managed. Records showed the recommended timescale between dosages had not always been adhered to for one person.

Staff had documented they had administered people's prescribed medicines but had not consistently signed the medicine administration record.

We made a recommendation for the registered managers to undertake further monitoring, to ensure the safe management of people's medicines.

People were encouraged to make decisions and be in control of their support. People were fully assessed before being offered a service and were involved in developing and reviewing their support plan.

People were always supported by staff who knew them well. Established relationships had been built and staff knew exactly how people liked their care to be delivered.

A registered manager told us staff often went the "extra mile" with people. This included, "popping in" to see people, to ensure their safety and wellbeing.

People had support with meal preparation and to keep their home, clean and tidy if required. One person experienced "silver service" from staff, as they were unable to go out to a restaurant.

People and their relatives were very complimentary about the staff. There were comments such as, "They care about how you're feeling" and, "They do everything I ask, perfectly, I cannot fault any of them".

Person-centred human rights were at the centre of all interactions with people. There was a strong focus of ensuring people received good quality care.

People felt safe and relatives had no concerns about their family member's safety. Staff had time with people and were not rushed. There was a clear focus on "the person" rather than just the tasks to be completed.

There were enough staff to support people, which enabled a reliable service. Staff were given enough time to travel to everyone, so were rarely late arriving at a person's property.

People were encouraged to give their views about the service they received. This was through surveys, one- to-one discussions and within reviews of their support.

People and their relatives knew how to make a complaint. They were confident any concern would be properly investigated and resolved.

There was a positive approach to risk taking. People were encouraged to take assessed risks, with measures in place to enhance safety if required.

There was a strong focus on learning and developing staff's knowledge, performance, potential and progression. A registered manager told us, "I get great joy in getting staff to achieve things they think they can't."

The service had two registered managers. Both worked closely together and had clear roles and responsibilities, based on skills, knowledge, preferences and experience.

Staff told us they were well supported and enjoyed their role. They were very complimentary about the registered managers and the overall management of the service.

There were a range of audits, which assessed the quality and safety of the service. However, we made a recommendation to give particular attention to the procedures for checking the medicines systems.

There was a clear desire to ensure people received quality support and for the agency to grow steadily, in a safe, targeted manner.