Heriitage Care Ltd

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.

Pre-assessments were undertaken on new people to the service, to help make sure there were enough suitably trained staff to support people in line with current guidance and legislation. Staff were trained and opportunities to develop their skills through further training were available. Trained staff had spot checks undertaken to check their competency.

Staff were encouraged to discuss and review their performance with their registered manager through supervision and regular conversations. Potential new staff to the service had a series of checks carried out on them to make sure they were suitable to work with the people they supported.

Staff understood how to keep people safe from harm or poor care. Staff knew to report any concerns they may have had to their registered manager or the CQC. When people wanted to discuss their end of life wishes this information would be recorded to guide staff.

Staff had access to information in peoples' care plans and risk assessments that helped guide them to care and support people effectively. Staff had stocks of single use personal protective equipment (PPE), such as disposable aprons, gloves and face masks. Staff wore their PPE when supporting people to help reduce the risk of poor infection control. Systems were in place to learn lessons when an incident, accident or near miss occurred or there was a risk of this.

Staff encouraged people to drink and eat plenty. People were encouraged to make their own choices and these choices were respected. Staff helped promote and maintain people's privacy and dignity. Staff also encouraged people to be as independent as possible. Staff also supported people to be involved in discussions around their support and care needs. People and their relative felt listened to, and their wishes valued by staff. Communication was good.

The registered manager would work with external health and social care professionals. This would help people to receive joined up care and support. There was a process in place to investigate and resolve complaints. The registered manager took actions as a result of learning to try to reduce the risk of recurrence.

People, and their relatives and staff were asked to feedback on the service. Information would be available in different formats when needed to help enable a person's understanding. Audits were undertaken to monitor the quality of the service provided and drive forward any improvements needed.

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.