HomeLife Carers (Barnstaple)

People felt safe and supported by staff in their homes. Comments included, "They (staff) are all lovely ladies, they are very warm and caring. They are all very helpful and always ask what I need doing" and, "Oh yes, definitely. He is in bed all the time and they (staff) make sure he feels safe in bed. They are excellent."

Staff demonstrated an understanding of what might constitute abuse and knew how to report any concerns they might have. People's individual risks were identified, and risk assessment reviews were carried out to identify ways to keep people safe. Medicines were managed safely. Effective infection control measures were in place.

People confirmed that staffing arrangements met their needs. They were generally happy with staff timekeeping and confirmed they always stayed the allotted time. Staffing arrangements matched the support commissioned and people were matched with staff who had the skills to meet their individual needs. Where a person's needs increased or decreased, staffing was adjusted accordingly.

There were effective staff recruitment and selection processes in place to keep people safe. People received effective care and support from staff who were well trained and competent.

Care files were personalised to reflect people's personal preferences. Their views and suggestions were taken into account to improve the service.

People were supported to maintain a balanced diet. Health and social care professionals were regularly involved in people's care to ensure they received the care and treatment which was right for them.

Staff relationships with people were caring and supportive. Staff provided care that was kind and compassionate. People commented: "I think generally the people I have seen are exceptionally caring and attentive. On the whole dad is very lucky with the carers he has", "Yes, they are very kind and I look forward

to their visits" and, "Yes, they joke with him and are cheerful. You can feel their hearts are in their jobs."

Staff spoke positively about communication and how the manager worked well with them and encouraged their professional development.

A number of methods were used to assess the quality and safety of the service people received. The service made continuous improvements in response to their findings.