Assisted Lives (Worcester)

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.

People had detailed care plans that identified more complex needs and how best to support them effectively. Risks to people were assessed and there were plans in place to mitigate risks.

The provider had systems and processes in place to recruit staff in a safe way and there were enough staff to meet people's needs. The provider followed best practice in relation to infection control and prevention and management of risks relating to COVID-19.

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.

Right Care People were supported by staff who were caring and compassionate, promoted independence and worked in partnership with outside agencies to ensure the best outcomes for people. They were treated with dignity and respect and received a service that could be flexible to meet their changing needs. The provider involved people in the planning and reviewing of their care packages and respected people's choices to make unwise decisions. People could contact the registered manager at any time.

People had not raised concerns about the care they had received but understood the process and felt confident that they would be listened to. The provider had assessed people's communication needs and guidance was given to staff on how to support them.

Right Culture People were supported by a registered manager and staff team they knew well. Staff spoke positively about management support and their roles and were motivated to ensure the best outcomes for people they cared for. Staff attended monthly conference calls and received regular supervisions. The registered manager had an open door policy which encouraged staff to visit the office to share information.

The provider had quality systems and monitoring in place but recognised these required developing further. The provider understood their legal responsibilities and when to be open and honest when things go wrong and worked in partnership with other agencies.