Home Instead Ascot, Camberley & Wokingham

People, and where appropriate, their relatives were involved in care planning and received regular updates about people's progress. Since our last inspection, the service had introduced an electronic call monitoring system for staff member's smart phones which ensured up to date information was added to care plans. Where appropriate, relatives had access to log on to the system and review updates.

People's privacy, dignity, equality and diversity were respected by all staff. People were encouraged to provide feedback to the staff and any suggestions were acted upon.

People were kept safe by staff who were appropriately trained and had been recruited safely. Medicine administration and infection control practices were safe. Where possible, staff and the management team learnt lessons from incidents and installed new practices to avoid reoccurrence going forward.

People were supported to have a balanced healthy diet that met their nutritional needs. People were supported to take part in hobbies and activities they enjoyed. The registered manager worked collaboratively with organisations to create more opportunities for people living with dementia to access the community.

Staff received regular supervision where they could express their views and provide suggestions to improve the service. Both people and staff stated they were supported well by the management team and people felt involved with decisions made relating to their care.

Staff supported people to access healthcare professionals and followed any advice given by them to ensure people received the correct care to meet their needs. There was a robust complaints procedure in place that ensured any concerns were fully investigated and the best outcome for the person was reached.

There were effective assurance systems in place that ensured standards of care were monitored. The

provider proactively monitored the quality of the service, risk management plans, training for staff amongst other areas.

There was a positive culture within the service, led by the management team who provided strong leadership. Staff were proud to work for the service and felt they were an active part of an organisation where they mattered, people mattered and all voices were heard.

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.