Neptune Home Care

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.

People were supported by staff to take their medicines and have a healthy and balanced diet where this was included in their package of care. People had access to health care services when needed. Staff worked in partnership with health care professionals to promote people's good health.

Staff recruitment processes were followed. There were enough staff to support people and provide the care they needed. Systems were in place to ensure staff were fully trained to meet people's needs. Staff had completed safeguarding training, recognised the signs of abuse and knew how to report concerns of potential abuse or poor practice.

People's consent was gained by staff before any care was provided. Decisions made by people about how they wished to be cared for were reflected in their support plans. 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.

People received person centred care. People were supported by reliable, kind and caring staff who they trusted. A small team of staff provided care and support to people, which promoted consistency and continuity of care. Staff promoted people's independence and respected their rights, privacy and dignity. Staff knew people well and respected their lifestyle choices and culture.

People and their relatives were actively involved in the development of their support plans. These were personalised, reviewed and updated as people's needs and wishes changed.

The provider had systems in place to monitor and improve the quality and safety of the service provided. This included systems to support staff with regular supervision and training to maintain their training and knowledge. People's views about the service were sought individually and through satisfaction surveys. Everyone we spoke with told us the registered manager and provider were approachable and they were confident concerns would be addressed.

The registered manager was aware of their responsibilities in meeting their legal obligations. They kept their knowledge up to date and were part of the local social care forums. The registered manager worked in partnership with health and social care professionals. They showed commitment and welcomed feedback to improve the quality of care people received and the overall service.