Mass Home Care

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.

People felt safe and comfortable with staff who supported them. People were cared for by small teams who they were able to get to know and build trusting relationships with. Staff knew how to recognise and report any concerns about people's safety and well-being.

Risks to individuals were assessed and measures put in place to reduce risks identified. The provider had a contingency plan to deal with major issues such as extreme weather or severe staff shortages.

People felt the service enabled them to maintain their independence and were fully involved in planning their care and support. Staff promoted people's independence and respected their right to make choices.

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 received care that was personalised to their needs and wishes. Comprehensive individual care plans supported staff to provide individualised care and support.

People praised the staff who cared for them. All said staff were extremely kind and polite. Some told us they enjoyed "having a laugh" with staff who visited them.

The provider had systems in place to monitor the quality of the service provided and seek people's views. There were regular management meetings and a three-monthly audit. There were also spot checks of care provided in people's homes.