Bristol ECHS

The service provides support to 37 people in the extra care housing scheme with 34 people receiving personal care. Within the domiciliary care service 48 people were receiving a service with 46 people receiving 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.

Staffing levels were enough to meet people's needs and protected them from harm. Staff recruitment procedures were robust and pre-employment checks were undertaken to ensure suitable staff were employed to support vulnerable people. Staff had received training to meet the needs of people using the service. They had also received regular supervision and an appraisal of their work performance. People received their medicines as required, from trained and competent staff. Staff ensured people were protected from the risk of acquiring an infection during the provision of their care.

The registered manager and staff demonstrated a clear understanding of the Mental Capacity Act 2005 and the Deprivation of Liberty Safeguards. People were supported with maintaining a balanced diet and the people who used the service chose their meals and these were provided in line with their preferences.

The staff were kind and caring. People were treated with dignity and respect. Staff knew people well and how to communicate with them. Staff went above and beyond their contractual obligations to support people in their care. Staff regularly fundraised for different activities for people using the service.

The service was responsive to people's health and social needs. People's care records were reflective of people's individual care needs and preferences and were reviewed on a regular basis. Care plans were adapted to support the changing needs of people. The service provided a person centred holistic approach. People knew about the service's complaints procedures and knew how to make a complaint. People were

supported and helped to maintain their health and to access health services when they needed them.

People received a service that was well led. The management promoted a positive culture that was open and transparent. The registered manager demonstrated good visible leadership and understood their responsibilities. Quality assurance practices were robust and used to make improvements. Staff were motivated and reflected pride in their work. They talked about people in a way which demonstrated they wanted to support them as much as possible and provide the best standards of care.

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.