Polly Care Services

People were kept safe and protected against the risk of avoidable harm and abuse. People received consistently good-quality and safe care from the same group of staff who were familiar with their needs and preferences. Staff followed current best practice guidelines regarding the prevention and control of infection, including those associated with COVID-19. The provider had measures in place to mitigate the risks associated with COVID-19 related staff workforce pressures. Medicines were well-organised and people received their prescribed medicines as and when they should.

The service was effective. Staff had the right mix of knowledge, skills and support to deliver good-quality, safe care. Assessments of people's support needs and wishes were carried out before they started receiving care from this agency. Where staff were responsible for assisting people to eat and drink, people's dietary needs and wishes were met. People were supported to stay healthy and well, and to access relevant community health and social care services as and when required. 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 received a caring service. People were treated equally and had their human rights and diversity respected, including their cultural and spiritual needs and wishes. Staff treated people with dignity and upheld their right to privacy. People typically described staff as "kind". People were encouraged and supported to maintain their independent living skills and do as much for themselves as they were willing and capable of doing so safely.

The provider was responsive. People's care plans were person-centred, which helped staff provide them with the individualised care at home they needed. Staff ensured they communicated and shared information with people in a way they could easily understand. People were encouraged to make decisions about the care and support they received at home and staff respected their informed choices. Where appropriate, people's end of life wishes and contacts were known and recorded for staff to refer to.

The service was well-led. People receiving a home care service and staff who worked for the provider spoke positively about the way the service was run by the managers, and how approachable they both were. The registered manager promoted an open and inclusive culture which sought the views of people, their relatives and staff. The provider worked in close partnership with other health and social care professionals and agencies to plan and deliver people's packages of care at home.