Alina Homecare - North Bristol

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.

From the evidence we saw, there were enough staff employed to meet people's needs. The manager was clear that they would not take on new packages of care if they did not have the staff or skills needed to provide safe and high quality support. We received varied feedback about staffing levels from the staff we spoke to. Some staff felt they had to be very flexible or work extra hours to ensure people received the support they needed. There were national challenges to social care recruitment at the time of our inspection. The provider was actively trying to recruit more staff and incentives were in place to retain existing staff.

The provider had managed risks effectively during the recent coronavirus pandemic. Staff received training and updates about infection prevention and control and used personal protective equipment effectively. We were assured that people were protected by the prevention and control of infection.

People were involved in making decisions about their care and were treated with compassion, kindness, dignity and respect. People's needs were assessed thoroughly to identify how their care and support should be provided. Care was personalised to meet people's individual needs and preferences. Staff knew about people's preferences and encouraged them to make choices where possible. Regular reviews of plans ensured the support provided continued to meet people's wishes and needs.

The service worked within the principles of the Mental Capacity Act. People's rights were protected because staff and the management team had a good understanding of the MCA and its practical applications.

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.

The manager worked in partnership with other organisations to make sure staff followed current practice and people received the right care and treatment when they needed it.

The service was well-led, and staff were committed to providing support to people to enhance their quality of life. We received positive feedback about the care people received from Alina Homecare North Bristol. Staff surveys and feedback demonstrated staff had high levels of job satisfaction overall.

The manager was clear about the responsibilities of their role. They were open and honest and had regular communication with people, their families and other stakeholders.

The provider's governance framework ensured responsibilities were clear and quality performance, risks and regulatory requirements were understood and managed. Regular audits and monitoring supported the prompt identification of any concerns and actions were taken to drive improvement where necessary.

There had not been any formal complaints received in the previous 12 months, but when people raised informal queries, these were dealt with promptly and changes made where necessary or possible. The service was committed to driving improvement and learning from incidents and accidents. The service had received many compliments, and these were shared with staff to support learning and continual development.