Southern Counties Caring Ltd

People were supported by trained and competent staff. Staff received training to assist people with their medicines and care needs. Staff felt supported by the registered manager. One staff member told us, "The registered manager, trained me and showed me exactly how to do things until I was confident to do my job on my own."

People's initial needs were assessed by the registered manager, and person-centred care plans were developed to enable people to have control of the support they received. One relative told us, "I think the assessment process was thorough and my relative's preferences were considered."

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 were cared for by consistent staff. One relative told us, "We tend to see the same faces." People confirmed staff asked permission before offering support. Staff understood the importance of gaining consent and respecting people's wishes. One staff member told us, "I go to [person] and verbally ask permission. They have never refused, but if they did, I would respect their decision."

People were supported by staff who respected their individuality. One staff member told us, "I like to work with all different people, making people smile even when they are so unwell." One relative told us, "They treat my relative with the utmost of respect, my relative loves seeing them, and they have great a laugh together."

The registered manager sought feedback and built rapports with people, their relatives and staff. People and staff told us they felt comfortable to make suggestions, comments or complaints and felt they would be

listened to by the registered manager. People and staff spoke highly of the registered manager. One person told us, "I would be happy for any family member to have the agency go to them, I couldn't fault them."