FirstCare-Warwickshire

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is to help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

Safe recruitment processes were in place and staff received a thorough induction to familiarise themselves with the expectations of the role and the values of the service. They received good quality training and supervision to help them acquire the skills and knowledge to fulfil their role and responsibilities.

People told us staff were caring and knew their needs and preferences well. People were treated with dignity and respect and their independence was promoted and encouraged 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 interests; the policies and systems in the service supported this practice.

People's needs were assessed before the service provided them with care or support. Care plans were developed from these assessments and gave guidance to staff about people's needs and preferences. People and their relatives, where appropriate, were involved in this process.

The service had failed to notify CQC of incidents in line with legislation. Once highlighted to the manager, these notifications were submitted immediately. The registered manager was open and transparent and promoted a person-centred culture within the service. Systems and processes were in place to monitor the quality of the service, and to seek the views of the people who used it. However, these processes had not identified the issues highlighted by inspectors during this inspection.