Age Concern Home Care North Manchester

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.

This was an 'inspection using remote technology'. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.

People's experience of the service and what we found We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. 'Right support, right care, right culture' is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

At the time of the inspection, the location did not care or support for anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.

People were supported safely, and staff were aware of any risks people may present. The administration of medicines was safely managed. Staff were recruited safely, and staff had sufficient time to ensure they could meet people's needs. Staff generally arrived at people's property on time although there was mixed feedback on timings for weekend staff. Staff were aware of infection control policies and had access to person protective equipment such as aprons and gloves.

Staff received an induction, regular training, supervision and spots checks to assure the provider they were competent to undertake their role. People received an assessment which captured their needs and preferences. People were supported to eat and drink and have access to health and social care professionals when required. The provider worked within the framework of the Mental Capacity Act.

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 caring and provided dignified and kind care. Staff supported people to retain their independence and people felt included in making decisions about their care and felt in control. Family members spoke positively of the staff being respectful and increasing people's confidence.

Care plans captured people's needs and described what staff needed to do to support people effectively. People were involved in drawing up and implementing their care plans. Staff had the time to read people care plans and were aware of people's personal preferences and needs. People were supported to remain in their home with staff providing care and support should they be at the end of their life. Complaints were acknowledged and responded to. People and their family members felt comfortable to raise any concerns they had.

Staff felt the registered manager was supportive and provided them with the leadership they required. People and their families felt the registered manager was responsive and were updated about any changes to their care and support. The provider sought feedback about the care provided and aimed to improve on findings which were below expectations. Governance systems were in place to ensure the quality of care provided and continually monitored and assessed.

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