Kay Healthcare Limited

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 the site visit, two people were receiving the regulated activity of personal care.

Staff assessed all aspects of people's physical, emotional and social needs and ensured these were met to achieve good outcomes for them. Staff were effectively supported to develop and maintain the required skills and knowledge to support people. Staff emphasised the importance of eating and drinking well and reflected best practice in how they supported people to maintain a healthy balanced diet. Staff worked effectively with healthcare professionals to make sure care and treatment met people's changing needs.

Staff developed caring relationships with people, whom they treated with kindness and compassion in their day-to-day care. People were supported to make decisions about their care and these choices were respected by staff.

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 interest; the policies and systems in the service supported this practice. People's privacy, dignity and independence were respected and promoted.

People experienced person-centred care, which reflected their needs and achieved good outcomes. People received information in a way they could understand and process, allowing for any impairment. People knew how to make complaints and were confident the management team would listen and address their concerns. The service worked closely with healthcare professionals and sensitively explored and respected people's end of life care wishes.

The management team led by example and promoted a strong caring, person-centred culture where people and staff felt valued. The registered manager understood their responsibilities to inform people when things

went wrong and the importance of conducting thorough investigations to identify lessons learnt to prevent reoccurrences. There were robust measures to monitor quality, safety and the experience of people within the service. Quality assurance was embedded within the culture and running of the service, to drive continuous improvement.