The Great Care Company - York

At the time of our inspection there were 32 people who received a personal care support package.

Not everyone who used the agency received personal care. The Care Quality Commission (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.

People received exceptional care from friendly, kind care workers who understood their individual care needs and preferences. They were provided with flexible and responsive support, which promoted their diverse personal, cultural, social and emotional needs.

The care workers were highly motivated and were actively involved in and contributed to the continuous improvements in care and support. The provider and registered manager were dedicated to providing individualised care that met the highest of standards and promoted people's independence and quality of life.

Communication within the agency was excellent at all levels and encouraged mutual respect between care workers and people who used the service. People received exceptionally effective care. Care workers collaborated with people and relatives to find out people's interests and needs so they could provide person-centred, tailored packages of care that had a positive impact on outcomes for people.

There was a truly holistic approach to assessing, planning and delivering care and support. Each person who used the service had a personal plan linked to their preferences and needs. Their wishes and choices were recognised and valued, and people received excellent support to achieve a full and satisfying way of life. Care workers were caring, kind and compassionate with people, recognising them as individuals and treating them with respect and dignity.

Care workers knew how to recognise and report any concerns to keep people safe from harm. Recruitment practice was safe.

People said their care workers were skilled and competent. Care workers had received appropriate induction, training and support to enable them to carry out their role.

Care workers worked collaboratively with local health and social care services to ensure people had access to any support they required. Systems were in place to ensure effective infection prevention and control. People's medicines were managed safely in line with their individual needs and preferences.

People were supported to have maximum choice and control of their lives and care workers supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

The provider and registered manager provided open, democratic leadership and were respected and admired by their staff. An effective auditing process was in place to monitor the quality and safety of service provision. There was organisational learning from significant incidents and concerns/complaints were well managed.