Apical Care Agency Ltd

There had been no incidents or accidents, but there were systems in place to ensure lessons were learned when things went wrong.

People's needs were assessed before they began using the service so the provider knew they could meet their needs. Staff received inductions before starting work, so they knew what to do when they started working with people. People were supported with their health care needs and staff communicated with each other to ensure people received effective care. People were supported to eat and drink adequate amount where this part of their care plans.

Care plans were person centred and staff knew what people liked. People's communication needs were met. People were supported with activities. There had been no complaints, but people were provided information on how to complain, if they wanted to.

Systems to monitor the quality and safety of the service were in place. Staff reported having a positive relationship with the provider and felt communication was effective. Quality monitoring systems allowed for the effective monitoring of the service by the provider.

People and staff were pleased with how the service was managed. The provider and service were new and still adapting how they worked. Management were open to change and improvement and wanted what was best for people. The registered manager knew about their duty of care and regulatory requirements. People were able to engage with the service and provide feedback about the care. Staff could provide input into the service through meetings and supervision. The provider hoped to expand their networks and work with others following the lifting of pandemic restrictions.