ST Complete Care 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.

Staff had medicines administration spot checks undertaken to look at their competency following their training. Staff were trained and were able to develop their skills and career through further training. Staff were encouraged to discuss their performance with the registered manager through supervision. Potential new staff to the service had checks carried out on them. This helped make sure they were suitable to work with the people they supported. New staff then had to complete an induction including shadowing a more experienced staff member on care call visits.

People and their relatives told us the support from staff made them and their family member feel reassured. Staff demonstrated a good understanding of how to keep people safe from harm or abuse. They also knew that they should report any concerns they may have to their registered manager or to external organisations such as the local authority.

Staff had access to information on people's end of life wishes. This would help the person have as dignified death as possible in line with their wishes. Staff had access to information in peoples' care plans and risk assessments that helped guide them to care and support people safely and effectively. Staff had plenty of single use personal protective equipment, such as gloves, aprons and face masks. Infection control practices were in place to reduce the risk of cross contamination. Lessons were learnt and shared with staff when things went wrong.

Most people did not require the support of staff with their food and drink. Where staff did support this people and their relatives had no concerns. Staff helped promote and maintain people's privacy and dignity. Staff also encouraged people and their relatives to be involved in discussions around their care and support needs. People felt listened to and their choices respected by staff.

The registered manager and staff when required, would work with external health and social care professionals. This helped people to receive joined up care and support. The registered manager would also

help signpost people to the right external organisation to help people and their relatives navigate the care system if needed. Complaints were investigated and actions taken as a result of learning to try to reduce the risk of recurrence. People and their relatives felt confident to raise concerns and feel listened to as they said communication was good.

People, and their relatives were asked to feedback on the service provided. Staff who could speak another language were matched to people for whom English was not their first language. This would help enable the persons understanding.

The registered manager sent staff any guidance and legislation updates. This helped staff to work with the most up to date guidance. Staff meetings were held to update staff on people's care needs and provide updates on guidance and the organisation. Audits were undertaken to monitor the quality of the service provided.

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.