NFC Health & Social Care Ltd

People's experience of using the service and what we found Risks to people's health and well-being had been identified and detailed plans were in place to provide staff with up-to-date information and guidance about how to support people safely. People's medicines were managed safely by staff who had received training in medicine administration and had their competency to administer medicines regularly assessed.

People told us they felt safe and well-supported by staff. One person said, "I am very happy with the care I receive. They [staff] are very nice people and I feel safe. I am never wary of them. I have a variety of carers and I know them all well." Staff had received safeguarding training and knew how to respond to any concerns of abuse.

People told us staff arrived on time and completed all the tasks that were required. Safe recruitment processes were followed to ensure newly recruited staff were suitable to work for the service.

People's needs had been assessed and staff had access to information about how to support people in line with their needs and preferences. People were supported to access health care and referrals to relevant professionals were completed when people's needs changed.

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 and family members told us staff were kind, caring and respectful and treated people with compassion. One family member said, "They [staff] are kind, very caring and respectful. They are also very supportive and well trained."

The registered managers promoted a culture that was person-centred; feedback from people, family members and staff evidenced this. The service was described as 'organised' and 'well-managed'. One family member told us, "The company is well organised and the office is very responsive. All my concerns have been dealt with to my satisfaction and shortcomings addressed satisfactorily. I would recommend them."

Governance systems in place supported a culture of continuous learning and improvement to the care people received. Audits and checks were completed and any issues identified were addressed.

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