North Reablement Service

People's experience of using this service and what we found: At the time of our inspection the service was not always following best practice guidelines around supporting people to manage their own medicines. However, a new policy had been introduced with relevant training planned for all staff to take place shortly after our inspection.

People told us they felt safe and that visits helped to reduce anxiety. Care staff understood how to keep people safe, and any potential risks were assessed as an ongoing process. Staff understood and implemented the service's safeguarding procedures and were vigilant to any signs of abuse.

There were enough staff to meet assessed need. Rotas allowed enough time to support people and get to know their needs and requirements. Recruitment records contained enough information to show staff suitability to work with vulnerable people. A computerised system to allocate calls meant calls were extremely rarely missed. If staff were going to be late for appointed visits, people told us that they would receive a phone call to let them know.

Staff understood the importance of infection control and were knowledgeable about diet and nutrition. When we asked people for whom care staff prepared meals they told us the food was cooked to their liking.

Staff were well trained and competent. The service had access to a range of training to improve staff knowledge and understanding. They received supervision and their performance was monitored during spot checks in people's homes.

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/ did not support this practice. Independence and choice were encouraged.

We received good feedback from people about the way their care and support was delivered. They told us that the staff were friendly and established a good rapport. Their privacy was respected.

Good care records, which were regularly reviewed, indicated people's needs and how they wanted to be supported. People were involved in planning their care and agreeing goals. Staff monitored people's

progress toward achieving their goals through review, and any ongoing needs were identified. case notes gave an indication of changes in need and any issues to be addressed.

Staff felt supported by the management team, and regular audits were conducted. The service worked closely with other health and social care professionals to provide people with good quality, co-ordinated care.

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