GoodOaks Homecare

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, people and families told us the service was well-managed. People indicated the management of the service was accessible, supportive and approachable. Comments from relatives included, "The office are always easy to get hold of and sort things out" and "If there has been anything to sort out, they have got on and done it. They will also check everything is going OK whilst I am on [the phone]. They are all very approachable."

Staff provided consistently positive feedback about the responsiveness of the registered manager. The registered manager provided a positive role model for staff and had worked proactively with the nominated individual, office staff and head office to make improvements since our last inspection. We have made a recommendation in relation to governance record keeping.

People received person-centred care which was responsive to their needs. Staff could speak in detail about people they support, with knowledge about people's likes, dislikes and preferred routines. People's needs were assessed, and care plans provided a detailed and holistic picture of people's needs, wishes and preferred routines.

People were supported by staff who were suitably inducted, trained and supported. Staff deployment aimed to provide continuity of care, including enough travel time to deliver punctuality. One person told us, "I have a small team that come to see me. I get a weekly timetable and they are pretty much on time within it."

We found safe care and treatment was provided. People were safeguarded from risks of abuse and other risks, including infection control risks in relation to COVID-19. Safe medicines administration practice was promoted. The registered manager took appropriate action in response to accidents, incidents and

complaints to promote people's safety.

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.