Human Support Group Limited - South Tyneside

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.

People felt safe with the service provided. Risks were assessed and mitigated to keep people safe. Staff recruitment was carried out safely and effectively. People were correctly supported with their medicines.

People's needs were fully assessed. They received person-centred care from their regular care staff. However, records did not always provide guidance to ensure people received consistent, person-centred care and support from all staff members.

We have made a recommendation about improvements to systems, including rota management and care records to ensure people receive person-centred care.

All people and relatives were complimentary about the direct care provided by support staff. They trusted the workers who supported them. They said staff were kind, caring and supportive of people and their families. Several people and staff said communication could be improved.

There was consultation with staff and people. People and relatives were encouraged to express their views about the care and were involved in decisions making, as far as they were able. People said they knew how to complain.

Information was accessible to involve people in decision making about their lives. There were effective arrangements to ensure people were supported, if needed, with their nutrition and hydration.

We were assured that the provider was monitoring the use of PPE for effectiveness and people's safely. A quality assurance system was in place to assess the standards of care in the service.

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.