Glow Care Ltd

People felt safe with the care staff that supported them, but safeguarding procedures needed to be reviewed to ensure they were clear for staff to follow to protect people from the risk of harm. Management staff understood their responsibilities to keep people safe. Staff knew people well, but risk management plans did not always contain the information staff needed to help ensure a consistent and safe approach in providing care.

Staff had completed some training but staff competency following training was not always checked to confirm their learning had been effective. Staff had completed training on infection, prevention and control, but it was not evident policies and procedures had been updated with the latest government guidance to ensure staff worked safely. However, people told us staff followed safe infection and prevention and control practice in their homes. Recruitment systems were not sufficiently robust as the required records were not available to confirm staff were safe to work with people. However, staff and the registered manager told us recruitment checks had been made when the staff were employed.

The providers systems to monitor the quality and safety of the service required improvement. Issues that we found during this inspection had not been identified and addressed by the provider's own systems. That demonstrated governance systems were not sufficient to drive improvement of the service. The management team welcomed the inspection and were open and honest about the challenges they had faced.

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. People told us they were happy with the care they received and stated their care calls were made at the times they expected and for the length of time agreed. They felt their needs were met and staff were approachable. People felt at ease to discuss any concern or issues they had with staff if needed.

People told us staff were caring and knew them well. People's privacy and dignity was respected, and staff supported people to be as independent as possible. Staff felt supported, enjoyed their jobs, and understood what the management team expected of them.