Care Confidence Home Care

People were supported to eat, and drink where needed, and staff were trained, supervised and appraised in line with the policy of the organisation. 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 confirmed they were involved in choices and decisions regarding their care and support, including a choice of which staff would support them. People's diverse needs were catered for. Staff treated people with kindness, compassion and dignity. Comments included "Staff go over and above every time" and "They are such lovely caring people."

There was a process in place to respond to complaints. Staff were trained in end of life care. Care plans were person centred and reflected the needs of each person. Routines were discussed with people, and they had been involved in completing their care plans. Relatives confirmed communication from staff was good, and staff supported people to make healthcare appointments where needed.

There were audits and quality checks in place, complete with action plans when improvement was identified.

The registered manager understood their role and responsibilities and had reported all notifiable incidents to CQC.