Priority Services4u

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.

Staff had the necessary knowledge, skills and competencies to provide effective care. People's likes, dislikes and preferences for care were recorded in their care plans. Community-based social and healthcare staff were involved in people's care when required. Consent was obtained and recorded in the right way.

People and families commented that staff were kind and caring. They confirmed that they were included in support and that staff promoted people's independence. Staff respected people's dignity and privacy.

Care plans were personalised. They contained the necessary information for staff to provide support in accordance with people's needs. The management of complaints documentation was satisfactory.

The registered manager lacked some knowledge and experience in relation to using existing data and feedback to drive improvements in the service. The registered manager acknowledged they needed to undertake further work in this area to always ensure a well-led service. The team leader had completed spot checks of care worker practices to check quality of care. The service had sent surveys to people and their relatives to gather views. The service was proactively working with the safeguarding authority and commissioners.

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.