Five Lamps Home Care

Medicines were well managed, and people were happy with the way staff gave them their medicines. Staff were aware of how to identify and report safeguarding concerns. Safe recruitment practices were followed. Staff followed infection control procedures, had access to PPE and had been trained in how to use it safely.

Staff training was up to date. The staff we spoke with were happy with the training they had received. People were supported by a range of healthcare professionals and staff would seek medical assistance when people were unwell. Where people required support with eating and drinking, staff had the skills to support them safely. 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.

Staff promoted people's independence and respected their rights, privacy and dignity. Where possible, care was delivered by a small group of staff to provide consistency. Late and missed calls were kept to a minimum by using an electronic monitoring system which alerted office to any delays so action could be taken.

Care records were on an electronic system and staff told us they were happy and confident using this. Most records were comprehensive and up to date. However, some of the care plans we looked at required further information and this was addressed immediately. People were involved in decisions about their care. Staff were aware of people's communication needs and how best to support them. Complaints were handled in line with the provider's policy.

The registered manager had systems in place to monitor and improve the quality and safety of the service provided. People's views about the service were sought individually and through surveys and the introduction of feedback cards. Staff wellbeing was very important to the provider. Staff felt well supported and able to approach the management team with any issues or concerns.

We found the management team receptive to feedback and keen to improve the service. Any changes

required were actioned immediately. The registered manager worked with us in a positive manner and provided all the information we requested.