Alves iCare Ltd

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.

A robust process helped ensure enough suitable and skilled staff were recruited safely. There were policies and procedures in place which promoted good infection prevention and control (IPC) practices. One person said, "Staff always put their used gloves, mask and aprons in the bin outside when they leave." There was an open culture and lessons were learned and shared amongst the staff team when things went wrong.

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.

The approach to people's care and support was focused on the needs of the person. Staff respected people's choice of communication and upheld confidentiality. This helped ensure every person was treated equally well. People's care was compassionate, respectful, and staff promoted independence and privacy as much as possible. One relative said, "Staff are always absolutely lovely, they even stayed a bit longer to ensure my [family member] ate and drank something."

Concerns were acted on before they became a complaint and compliments were used to implement good practice. Policies and procedures were in place for end of life care, and staff ensured people's end of life care was dignified.

The registered manager understood their responsibilities, and supported staff to promote the provider's values about being open and honest. People, their relatives and staff had a say in how the service was run and managed. Monitoring systems and oversight of the service were effective in driving improvements. The provider worked well with others involved in people's care to help ensure their care was joined up.

Rating at last inspection This service was registered with us on 03 July 2020 and this is the first inspection.