Independent Care and Support Limited

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.

Feedback from people was not effectively reviewed and used to make improvements to the service. Quality checks on staff were limited and did not include direct observation of staff administering medicines so their competency could be continuously assessed. The provider had obtained a number of tools to aid their quality assurance systems and planned to put them into practice.

There was inconsistency in the detail of staff guidance to support people with their care. There was not sufficient information about the signs and symptoms of infection for people who used a catheter. For people who were anxious, staff were advised to talk to them but there was no indication of what topics people liked to talk about.

Staff undertook regular training in essential areas but it did not include regular practical competency based moving and handling or medicines training. We have made a recommendation about moving and handling, medicines and catheter care training.

Staff supported people to access health care services in a timely manner. There were mixed views about how effective staff were in encouraging people to eat.

The majority of people and relatives said they would recommend the service to others. There were mixed views about the quality of communication with the management team.

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.

People told us they received kind and caring support from staff. A person told us, "Staff are very friendly and caring. We have conversations and we talk all the time. I get on very well with them." A relative said, "I've actually been there when staff have been there and seen the way they act and speak to my mum; they are very kind and caring in that respect. My mum is very relaxed around them."

There were enough staff to meet people's needs and keep them safe. Staff understood how to protect people from poor care and abuse.