Friends Care Limited T/A Visiting Angels

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 were identified and managed including for infection prevention and control (IPC). People were supported to be independent with their medicines. There were skilled and competent staff to support this when needed.

Enough staff with the necessary skills were safely recruited; these staff knew how to effectively meet people's needs. Staff received effective training that supported them in their role.

An open and learning culture was in place and this helped lessons' to be learned and shared amongst the staff team.

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. One person said "I like to choose what to eat. Staff help me with shopping, but it is always the choices I want."

Staff supported people to communicate effectively without discrimination, by treating people equally well, and upholding their confidentiality. Staff provided people with care that was kind and centred on the person by being respectful and promoting independence wherever possible.

Technology was used to more promptly and effectively respond to changes in people's independence. Compliments showed what the provider did well, and these were used to inform good practices. There were processes, procedures and staff in place should any person require end of life care.

The registered manager carried out their role effectively and they knew what to report to the CQC. Staff were supported in their role to be open and honest by promoting the provider's values. People had a say in how

the service was run and managed.

The provider's monitoring systems were effective in identifying and implementing improvements. The provider worked well with others involved in people's care to help ensure their care was joined up.