Safe and Sound Homecare Services

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. On the day of inspection, 36 people were receiving the regulated activity of personal care.

People's needs were assessed, and care plans were in place. People were cared for by staff who had been trained to carry out their roles and who were knowledgeable about the support people needed. 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 told us they were cared for by kind and compassionate staff. Staff understood the need to respect people's privacy and dignity. Comments included, "I get on so well with them, they are so caring, doing what they should do. I have so much praise for them" and, "The staff do everything I need, they even bring in my dustbin for me." Comments from staff included, "We all make a difference to people's lives. We're their social visit as well as providing practical support. If clients don't have family close by, we might be the only person they see. When they say thank you it just means so much."

Staff were knowledgeable about people's support needs as well as people's preferences for how they wanted to be cared for. People commented, "Everything I ask for they endeavour to do". Relative's comments included, "When my [relative] was alive they looked after [them] so well I wanted them to also look after [name]." There was a complaints procedure in place and people knew how to complain if they needed to. Complaints were investigated and resolved satisfactorily.

Quality assurance processes were in place. There was a quality improvement plan in place. Regular audits of all aspects of the service were being undertaken. Positive feedback was received from people. Comments included, "I would recommend them because they are caring, they look after you. They don't mind you raising a query, they look into it, they don't dismiss you. You can talk to them about anything."

For more details, please see the full report which is on the CQC website at www.cqc.org.uk