J & M Healthcare

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 review their competencies following their training. Staff did not always follow their training and the medicines policy and procedure to ensure they didn't put themselves and people at an increased risk of medication errors. The registered manager was aware of the concern and was working to make the necessary improvement.

Staff were encouraged to discuss their performance through supervision. New staff to the service had to complete an induction and 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.

People and their relatives told us the support from staff made them, or 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 an end of life policy and procedure to guide them when supporting a person at the end of their life. This would help the person have as dignified death as possible. Staff had access to information in peoples' support plans and risk assessments that helped guide them to care and support people safely and effectively. Infection control practices were in place to reduce the risk of cross contamination. Lessons were learnt and shared with staff when things went wrong or there was a risk of this.

Most people did not require the support of staff with their food and drink. Staff helped promote 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.

The registered manager and staff, when required, would work with external health and social care

professionals. This would help people to receive joined up care and support. Complaints about the service had not been received but people and their relatives felt confident to raise concerns and feel listened to. People, and their relatives were asked to complete surveys to feedback on the service provided. Staff could enable people to have information in different formats such as large print or pictorial formats to help them access information.

The registered manager sent staff any guidance and legislation updates. This helped support the staff team 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.