Yourlife (Market Harborough)

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. There were five people receiving personal care at the time of the inspection.

People told us they felt safe with the staff who supported them. People could request emergency assistance if needed. Staff knew how to keep people safe from harm, they knew how to report safeguarding concerns and felt confident about whistle blowing should concerns arise. People told us they knew how to complain and felt confident if they raised concerns they would be addressed.

There were enough staff that had been recruited safely and had the right skills to meet people's care needs. People told us occasionally staff would be late, but they would usually let them know in advance if this was the case. Staff gave positive feedback about the training provided and the support they received from the registered manager.

People that needed staff to support them with their medicines, received their medicines at the correct time and in their preferred way. Staff did not give people medicines unless they had been trained and assessed as competent to do so. The medicines systems and processes in place were safe.

Staff wore the correct Personal Protective Equipment (PPE) when providing personal care to people. Staff told us they followed current government guidance for COVID-19.

People's care plans and risk assessments contained enough information for staff to provide safe care to them. They were personalised, detailed people's preferences and wishes and how they wished to be cared for, whilst respecting their privacy and dignity. People and staff told us they enjoyed each other's company. People told us staff were kind and caring.

Staff were observant to changes in people's needs and facilitated people accessing healthcare services

where needed. Most people chose to purchase their meals, but where they needed support with preparing simple meals, snacks and drinks, staff did so. Care plans prompted staff to remind people to have a drink during their care calls.

The service was well-led. We observed people and staff enter the office to speak with the registered manager during the inspection. People and staff spoke highly of the registered manager. The registered manager had a good oversight of the quality and safety of the service and of the regulatory requirements. Staff felt valued by the management team. There was a focus on continuous improvement and lessons were learned when things went wrong to reduce the likelihood of recurrence.