River Exe Health Care - Launceston

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.

Risks to people were reduced because people's individual risks and needs had been assessed and planned for. Staff had access to clear information about people's personal risks and how they should be supported.

In August and September 2021 due to staff shortages the provider had worked closely with the local authority to hand back commissioned packages of care. They ensured people received their packages of care throughout. After this time the registered manager had developed new staff runs to minimise travel time between visits and to try and create more staff consistency for people. This had caused some upheaval for some people and their relatives which was still causing some concerns about the timings of people's visits. The registered manager told us how they were going to improve communication with people and their relatives to reassure them.

Staff knew how to recognise and report abuse. When a safeguarding concern was raised with the registered manager, they worked with the local authority to minimise any future concerns.

Staff were recruited safely. Staff were trained to administer medicines safely using the providers new electronic care support system. Competency checks were completed to ensure staff were following safe medicine practices.

Staff had received training in infection control and demonstrated an understanding of what personal protective equipment (PPE) should be used when supporting people. People told us that staff wore PPE whilst spending time in their homes. The management team undertook spot checks which included checking staff were using PPE in line with the provider's policy and current government guidance.

People's needs were assessed and regularly reviewed as and when required if a change occurred. The provider's training manager ensured staff completed the necessary training to support people's needs.

Staff supported people with their eating, drinking and to access healthcare support.

People received care and support which was personalised to them and their unique circumstances and wishes. People and their relatives spoke very highly of the way staff cared for them. Comments included, "Can't fault them. They are really genuine".

People could be assured that if they required support at the end of their lives, they would receive care that was kind and compassionate.

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. People confirmed their views were sought and they were involved in making decisions about their care.

The provider had a complaints process and the registered manager had recorded concerns and complaints raised with the service. These had been responded to in line with the providers policy. People and relatives said they knew how to make a complaint. Some were positive about the response they had received regarding their concerns and others were not.

People and relatives, we spoke with were not clear who the registered manager was. Following our feedback, the registered manager sent a letter to people and their relatives to make it clear who they were and gave their direct contact details.

People and their relatives were able to give feedback about their care in a variety of ways. Examples included, through care reviews and surveys.

People could be confident that their care was provided by an agency who monitored risks and followed up to date guidance to keep people safe. The provider had systems and processes in place to retain oversight of people's care and ensure good standards were consistently met.