CARAH Care

People received their medicines safely and as prescribed. People's care plans included information and guidance staff needed to manage risks associated with people's care. Staff were knowledgeable about infection prevention and control (IPC) practice, undertook regular COVID-19 testing and used personal protective equipment (PPE) in line with the national guidance.

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's care and support needs and preferences were discussed with people and their relatives before they were supported by the service. Staff used information gathered in the assessment process to develop personalised care plans and risk assessments that met people's individual needs. Most staff were up-to-date with their training, which ensured they had the knowledge and skills to safely and effectively meet people's needs.

People and relatives told us staff supported people well to ensure they had enough to eat and drink. One relative commented, "They cook and prepare food for [Relative] and give him choices and provide him with lots of drinks throughout the day." Staff supported people to access health services when needed. One person said, "When I felt the district nurses needed to come and see me the surgery said they were unable to visit but when I told the carers the office sorted it out, so I got a visit."

People and relatives told us staff were kind and caring and they were very happy with the support they received. One relative said, "They [the staff] go over and above caring for [Relative] and have developed a beautiful bond and relationship and have his best interests at heart." Staff knew the people they supported well and developed good relationships through supporting the same people on a regular basis.

Staff involved people in making choices about their care and support, even with simple daily tasks. One person commented, "They are kind and considerate when they shower me, and they are always asking me if it is ok to do this or that." Staff ensured people's privacy and dignity was always maintained. Comments included, "[Relative] used to wear the same clothes for days but now he has clean clothes on every day and looks smart" and "Personal care is carried out showing dignity and respect towards [Relative] and they cover him with towels, he tells us, to provide some privacy."

People and relatives told us staff involved them in the care planning and review process, ensuring people received support in line with their needs and choices. One relative said, "They are very respectful to [Relative's] needs and understand how he likes things done. He is treated as an individual, the care is very personalised." People's individual communication needs were considered and met by the service. People and relatives spoke positively about the social support staff offered them. One person said, "They keep me company when they have finished the jobs for me and sit and watch TV, it's lovely [to have] a bit of company, they are like family."

People and relatives' feedback about the staff and the quality of care they received was comprehensively positive. One person said, "The care staff are so reliable, they are all fantastic." There was a positive, kind and caring culture amongst staff at the service. Staff were passionate about their roles supporting people and this was reflected in the positive feedback we received about staff. The provider had a range of effective quality assurance processes in place to assess, monitor and improve the quality and safety of service being provided.