Care Quality Services Coventry

People were safe. Records of people’s referrals and healthcare appointments were made at times people needed. Rotas demonstrated staff supported the same people and people told us, staff stayed for the required times. There were sufficient staff with the necessary skills to support people, however some people told us some staff new to them, required more training. In some cases, people and relatives raised concerns but found communication sometimes limited as messages had not always been followed up. In these cases, lessons were not always learnt.

People felt safe supported by staff in their own homes with staff having information about the person they supported. Processes to manage risks were assessed but some risks and daily records required more specific information to ensure staff provided consistent care. Managers understood local processes and procedures for ensuring continuity of care as people moved between services. People received their medicines at the required times.

People and relatives told us they were not always involved in the assessing, planning and reviewing of people’s care and support plans. People’s individual care plans had been reviewed and were detailed so staff had the information they needed to provide effective care. Care plan information was uploaded to a digital system which gave staff the information they needed to meet people’s needs.

Staff told us they were supported by office staff to seek health professionals’ involvement where needed. Stakeholders shared positive feedback and said staff made appropriate referrals where required. Care plans demonstrated people’s needs were identified but some records required more detail to evidence what was given.

People spoke positively about a caring and supportive staff team. Staff demonstrated an understanding of people’s individuality and took time to listen to them and respond in a meaningful way. Staff and leaders recognised the importance of people maintaining control over how their care was delivered. Staff told us they had the time to get to care calls on time and stay for the allocated time. Staff said their workload was manageable and they felt appreciated and supported by other care staff and by managers. Staff recognised the importance of maintaining people's independence and dignity.

Staff were able to deliver person centred care because any changes in people's needs were shared with them. This meant care could be reflective of people's needs as they presented that day. Staff understood the importance of ensuring people had information in a way they understood and involving people in making decisions and choices about how their care was delivered and needs met.

People were confident they would be referred to other healthcare professionals if a need was identified. The provider was developing processes to ensure good communication with other services to support joined up care. Systems were being implemented to ensure people’s wishes for their end-of-life care were clearly recorded.

Staff felt supported by the provider and were able to raise any questions or concerns they may have. The provider had quality assurance processes for reviewing care plans, risk assessments, care call planning and oversight of the service. This helped them make sure people received a good service. The provider used int quality assurance systems and inspections and assessments from the provider's other services to help drive improvement and standards.