Cranleigh Homecare

People were supported by staff to access healthcare professionals and services. Their dietary needs were identified and staff encouraged people to eat and drink healthily. 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.

Staff were kind and caring with people, and people were complimentary about staff. A relative said, "They have a lovely time with carers, they are all polite and flexible". People were encouraged to be as independent as possible, and they were treated with dignity and respect.

Personalised care was provided and care plans reflected people's choices and preferences which staff followed. Communication was provided in an accessible format as required. The provider had a complaints policy, a copy of which was given to everyone receiving a service.

The service was well led with a management team who had a thorough understanding of people's support needs. People felt listened to and described the importance of good communication. A relative said, "It's all about communication and they are good at communicating". Another relative told us, "They always put the times of visits on the invoice so you can check the time of the call. All of them are sensible people and that makes such a difference". The system for monitoring the service to drive continuous improvement included obtaining feedback from people, reviews of their care, and unannounced spot checks to observe staff delivering care to people in their homes.