Care Village Care

The provider's auditing processes had failed to identify these issues. Some people and relatives were not aware who the manager of this service was; some also felt their concerns were not always acted on.

We have made a recommendation to the provider about this.

People were protected from the risk of abuse and/or neglect. There were sufficient numbers of trained and suitably qualified staff to provide safe care for people. People were protected from the risk of the spread of infection and the provider had robust COVID-19 policies and procedures in place. Accidents and incidents were investigated appropriately.

People received care that protected them from discrimination. Staff were well trained and received supervision of their role and assessment of their competency. People were supported to maintain a healthy lifestyle and balanced diet. Staff had limited involvement with other health and social care professionals when care was provided. Care records did not always contain reference to what would happen if a person needed to see a medical professional. We did observe the deputy manager supporting a person with attending a GP appointment.

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 felt staff were kind and caring and they were treated with dignity and respect. People's right to privacy was respected and independence was encouraged. People were encouraged to discuss their care needs and to request changes to their care package where needed.

People received care that was personalised to their needs, choices and preferences. The provider had systems in place that enabled them to provide documentation in alternative formats; making information

accessible for all. Some people and relatives were concerned they or their family members were at risk of people becoming lonely and socially isolated. The registered manager had started to act to address this. The provider had a process in place to respond to formal complaints in accordance with their complaints policy. End of Life Care was not currently provided; however, staff had received training in this area.

Staff felt able to approach the registered manager with any concerns. The registered manager was knowledgeable about the regulatory requirements of their role and they felt were supported by the senior management.