Pathway to Care

Staff had their competence to meet people's needs assessed. Staff had enough time to travel to people's homes and provide their care. People knew the care staff that provided them with care. Medicines were managed safely and staff knew what action to take to help prevent and control infection. Systems were in place to safeguard people from abuse.

People were supported to have maximum choice and control of their lives and care staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Care staff worked effectively with other health care professionals to help people live healthier lives. People and relatives said care staff understood their care needs and assessments reflected their needs and choices. Staff had received training in areas relevant to people's health and care needs.

Care staff worked in ways to promote people's independence. People's privacy and dignity was respected. People were asked their views about their care and were involved in decision making. Care staff were described as friendly, caring and cheerful.

Care staff worked flexibility so that people received personalised and responsive care. People and relatives told us they had positive relationships with care staff and enjoyed sharing time together. People had their communication needs assessed to ensure any needs could be met. Processes were in place to manage and investigate complaints and concerns.

Policies and procedures were in place and covered areas of governance and management including the duty of candour. Accident and incidents were reported and investigated to help identify any lessons learnt and to identify any further risk reduction measures needed. The registered manager led with an open and

approachable management style and worked well in partnership with others.