Carrianne 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 told us they felt safe being supported by staff from Creative Media Centre. One person said, "I feel very comfortable having them in my home." People and their relatives told us there were enough staff to meet their needs and they never experienced any late or missed calls. One person said, "They are on time and do exactly what I need." People saw the same staff every week which meant they knew and trusted them. Staff told us that working with the same people meant they got to know them and risks to their wellbeing.

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 told us that their health and social needs were consistently met, and staff provided support to medical appointments if it was needed. People's nutrition and hydration needs were also met. Staff spoke positively about their induction into the service and told us they were provided with regular supervision by a manager. Staff had the skills and knowledge to meet people's needs.

People's privacy, dignity and independence was always promoted and encouraged. People spoke very highly about the caring nature of staff. One person said, "They are unique you know and so very nice." Another said, "My carer is like a friend to me. I always enjoy myself when I'm with them." Relatives and professionals were also complimentary about staff. One relative said, "I honestly think they are the best care agency in the area. Every single carer is excellent. I can't speak highly enough about them."

Staff knew people, their support needs and communication preferences well. They involved them in activities that were tailored to their interests. People and their relatives told us they had never had any

reason to complain but knew who to speak to if they had any concerns. People were supported in a kind and compassionate way when they were at the end of their lives.

Although we identified improvements were needed to records, everyone we spoke to was complimentary about the registered manager and care coordinator. Staff felt well supported in their roles and that everyone worked together as a team. One staff member said, "The registered manager is always there. The care coordinator is marvellous too. They are both very supportive." Feedback had been sought from people, staff and relatives to check they were happy with the service. The management team listened to our feedback and sought to improve immediately.