BLACK & WHITE GROUP limited

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.

The registered manager monitored the provision of care through feedback from people and their observations of staff care practices. However further improvements were needed to some of the quality monitoring systems and communication within the service to ensure the service was continually effective. From reviewing records and speaking to staff we found some discrepancies and inconsistences in some of the documentation and communication processes. We have made a recommendation about the providers governance and communication systems.

People's support and nutritional needs and risks were assessed and known by staff. Safe medicines management practices were being used. Care plans were in place to direct staff on how people's support should be delivered in line with people's preferences and care assessments. 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.

Enough staff were available to support people. The provider carried out employment checks and reviewed criminal background checks as part of their recruitment process, however further recording of the decision to employ staff was needed to demonstrate staff were of good character and fit to work.

Staff told us they were confident and felt trained to carry out their role. Staff were aware of their responsibilities to record and report any concerns of abuse, accidents, incidents and near misses which were reviewed and monitored by the registered manager.

The provider and registered manager were passionate about delivering good quality care to people and were open to learning and making improvements to the service. Complaints and people's feedback were acted on and seen as an opportunity to learn and drive improvement.