Serve Homecare

Staff received relevant training for their role and people felt they had the right knowledge and skills. Staff felt supported by the management team. People told us staff respected their preferences and choices. People were asked to give their consent before receiving support and the principles of the Mental Capacity Act were followed. 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 and their relatives told us staff were kind and caring. Staff enjoyed working for the service and told us the culture was to ensure care was person centred. Care plans included information needed to support people safely and in accordance with their wishes and preferences. These were reviewed regularly.

There were mixed views from people and relatives in relation to if they were asked for their feedback. However, all said the management and staff team were approachable and they would contact them if they had concerns or queries. Staff told us they were asked for their views about the service and felt listened to. There were monitoring processes in place to help ensure a good standard of service. Quality assurance systems identified any areas that may need further development.