Caring Hands (Domiciliary Care) Ltd.

Not everyone who used the service received personal care. 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. At the time of the inspection 108 people were receiving personal care.

Some people's care plan reviews were overdue meaning care plans were not always reflective of their current needs. New care plan documentation had been introduced and was being completed for everyone. New care plans we reviewed contained comprehensive information about people's need and risks. We made a recommendation about end of life care plans.

Improvements had been made to the scheduling of people's care calls, this had improved staff timekeeping and consistency. Further improvements were planned to improve people's experience. People told us calls were never missed and that occasionally calls were late but this did not impact them.

Feedback was sought from people, relatives and staff to identify where improvements were needed. Staff felt supported within their roles and felt confident to discuss any concerns they may have with the management team. The service followed government guidance in relation to infection prevention during the COVID-19 pandemic.

People were supported by staff that had been safely recruited, were kind, caring and enjoyed their role. Staff were knowledgeable about people's healthcare needs and took prompt action when they identified people were unwell. Staff knew people's dietary requirements and supported people at mealtimes in line with their care plan.

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.