Mobile Care

People's experience of using this service: People told us they were supported by staff who knew and consistently met their needs. Staffing levels were continuously reviewed to ensure there were enough staff to provide a flexible and responsive care. People told us the carers were reliable however we did receive mixed comments about the punctuality of calls on occasions. We have made a recommendation about this.

Procedures were in place to record safeguarding concerns, accidents and incidents and take necessary action as required. We saw the management team had cooperated and worked in partnership with the local authority when safeguarding concerns had been brought to their attention. People told us they felt safe with the support they received from the staff.

People's care and support had been planned proactively and in partnership with them. People felt consulted and listened to about how their care would be delivered. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.

The service worked in partnership with healthcare professionals and families to ensure people's health care needs were met. Care plan information focused on a person-centred method of supporting people. Also, information contained what support was required.

People supported by the service and their relatives consistently told us the management and staff who supported them were polite, reliable, caring and professional in their approach to their work.

People and relatives said individuals using Mobile Care experienced positive outcomes. We reviewed compliments received by the service and saw people and family members had repeatedly praised the service for the improvements made to people's lives.

The service had a complaints procedure which was made available to people and their family when they commenced using the service. The management team worked proactively to ensure individual concerns were identified and acted upon before they became a complaint.

The registered provider used a variety of methods to assess and monitor the quality of the service. This enabled the service to be monitored and improve areas that were identified through their quality monitoring processes.

More information is in the detailed findings below.

Rating at last inspection: At the last comprehensive inspection the service was rated overall as Good.