Filey Home Care Ltd

Not everyone who used the agency received personal care. The Care Quality Commission (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 benefited from the quality assurance processes within the agency. The provider assessed, monitored and reduced risk to people's health and safety. The management team carried out regular reviews and spot checks to ensure the quality of the agency and the safety of people who used it.

People had input to their care and support and their wishes and choices were listened to and actioned. Care plans and risk assessments were in place and reviewed; paper-based records were kept in people's homes and a copy was in the office. Care workers were good at ensuring changes to people's needs were recognised and records were updated straight away. The management team monitored this and completed regular audits.

People confirmed that they had a tailored package of care to meet their needs. Without exception, people said they felt safe and care workers were respectful.

People received their medicines safely and their health was well managed.

People received good consistent care from friendly care workers who went out of their way to assist them. Relatives and people said the agency was reliable and efficient. They had good communication with the office and received regular updated information during the COVID-19 pandemic.

People said their care workers were skilled and competent. Care workers had received appropriate induction, training and support to enable them to carry out their role.

People were supported to have maximum choice and control of their lives and care workers supported them in the least restrictive way possible. The policies and systems in the agency supported this practice.

People, relatives and care workers told us the management team were approachable and listened to them when they had any concerns. All feedback was used to make improvements to the agency.