ECare Community

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.

Staff were kind and caring. People's diverse needs were considered, and people were protected from discrimination. A person told us they received a, "Good service," another person said that staff, "Allow me the freedom to be ordinary."

Staff demonstrated a culture of working with people to retain their independence and building up their confidence and abilities to support them in this area. This reflected the positive feedback we received from people using the reablement service and relatives.

Risks associated with people's individual needs were assessed with measures in place to mitigate them. Lessons were learned when things went wrong because staff understood their responsibilities to report accidents and incidents. Systems were in place to review and oversee accidents and incidents and action was swiftly taken to mitigate risks to people. Staff received training and were aware of the procedures to follow to prevent and control the spread of infection.

Staff received an appropriate induction and were well supported through a programme of regular supervision and training. Staff told us they enjoyed their work and felt valued and supported by the management who they described as approachable.

There were systems in place to monitor calls and provide out of hours support. People and their relatives told us there had been no missed visits, staff respected their home and listened and acted on what they said. People and relatives felt comfortable to raise any concerns with members of the management team direct.

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 felt the service was well led. Systems were in place to check staff followed safe practice and gain people's views of the service, and act on any feedback as part of driving improvements. We found the management team to be open where there had been problems introducing new systems, and actions they had taken to address them.