Affinity Trust - Domiciliary Care Agency South East, Bedford and Northamptonshire

Staff understood their responsibilities for safeguarding people from abuse. Alerts had been raised and investigated appropriately. Risks to people were assessed and managed. People were supported to take positive risks and were encouraged to remain as independent as possible. There were enough suitable staff to care for people safely. People were receiving their medicines in line with their prescription. Incidents and accidents were recorded and monitored to ensure that lessons were learned when things went wrong.

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.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence. The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

Staff received the training and support they needed to be effective in their roles. New staff received a comprehensive induction. One new staff member described how this had helped them to feel confident in their new role. Staff described good communication and effective team work. Support from health care

professionals was sought when needed and people were supported to have enough to eat and drink and to maintain a healthy diet.

People were supported and encouraged to express their views and to make decisions about their care and support. Information was provided to people in accessible formats depending upon their needs. Staff respected people and treated them with dignity and respect. Staff spoke with affection about the people they were caring for and knew people well. People were treated with kindness and staff promoted and supported their independence.

Complaints and concerns were recorded and responded to appropriately. People were supported to maintain relationships that were important to them. Care was responsive to people's needs and preferences. People were supported to plan for end of life care.

The service was well led, there were effective systems in place to provide governance and oversight. Lessons were learned when things went wrong, changes were made to improve standards of care. There was a strong emphasis on engagement with people, their relatives and staff. It was evident that staff had developed positive links within the local community and that staff worked in partnership with other agencies.