Care m U m

Not everyone who used the service 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.

Some minor improvements were needed in the way COVID-19 risk assessments were recorded. Measures were in place to minimise the risk of transmission and all staff had received appropriate training.

Recording of medicines required some minor improvements to be made. These were addressed as part of the inspection. We found no evidence people had been harmed as a result of these recording issues.

Overall the provider's audits had effectively monitored and addressed any issues with the quality and safety of the service. We identified a couple of minor areas that could be improved, which the manager took action to address.

Staff received training to enable them to support people's needs. We identified some staff found it difficult to retain the information from online training. This was discussed with the manager. Further training had been sourced during the inspection and this was to commence alongside regular competency checks and supervisions to reinforce staff knowledge and support.

People's relatives felt their loved ones were safely cared for. The provider had systems in place to protect people from harm and abuse. Staff were knowledgeable about their responsibilities in relation to safeguarding people and knew who to report concerns to.

The provider had completed environmental risk assessments with guidance for staff to mitigate known risks to people. Risks associated to people's health conditions required additional work, which the provider took action to address during the inspection. Accident and incidents had been recorded and actions taken to prevent them from reoccurring.

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.

Staff supported people to maintain healthy diets and regular hydration, whilst considering people's own choices. Staff monitored people for any changes and reported these to ensure the right support was sourced.

Care plans were detailed and person-centred. These included people's likes, dislikes and preferences. These had been written beautifully with an emphasis on each individual's personality, personal needs, maintaining independence, choices and human rights. End of life care was discussed during assessments and people's preferences recorded.

A complaints procedure was in place and the provider adhered to this. People's relatives felt able to raise concerns and the majority were confident these would be dealt with appropriately. Staff knew how and where to raise their concerns and were confident these would be dealt with in a confidential manner.

Relatives told us that staff were kind and caring towards people. Staff were knowledgeable about how to support people's dignity and respect the way they chose to live their lives.