HomeLife Carers (Exeter)

Not everyone who used the service received personal care. The Care Quality Commission (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. At the time of our inspection there were 163 people using the service who received personal care.

Staff demonstrated an understanding of safeguarding and were able to identify what might constitute abuse and the reporting process they needed to follow to escalate concerns. People's individual risks were identified and care was planned in a way to reduce identified risks. Risk assessments were reviewed.

Feedback was mostly positive about the timeliness of care appointments, however we received mixed feedback from people about regularly receiving a rota and staff gave mixed feedback on travel time between care appointments. This was communicated to the registered manager. Staff recruitment was safe, and no concerns were raised around infection control practice.

People's care needs were assessed and care was planned accordingly. Staff received induction, training and ongoing supervision and appraisal. People were supported with food and drink based on their individual needs. 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.

Care files were personalised to reflect people's personal preferences. Their views and suggestions were taken into account to improve the service. There were systems and policies in place to respond to complaints if required.

Staff told us people were caring and all the feedback we received was positive. One relative commented, "I can only say they are brilliant. They are friendly and caring." A person we spoke with told us, "She [staff member] is wonderful, she is like an angel, I can't say any more. She is wonderful, very caring."

Staff told us they were happy in their jobs and were keen to make a positive difference in people's lives.

There was positive feedback received from people and staff about the service management.

A number of methods were used to assess the quality and safety of the service people received. The service made continuous improvements in response to their findings.