Your Home Care

People received exceptional person-centred care and support. People and relatives felt involved with decisions about their care. The provider used innovative methods to ensure that all people received information in a format they could understand; reducing the risk of discrimination. People were encouraged to live their lives to the full. People were supported to follow and pursue the activities, education opportunities and employment that were important to them, embracing new challenges and striving for success. Age, disability and the ability to communicate were not seen as barriers to success but were seen as obstacles that could be overcome with help and support to help people achieve their best. People thrived with the care provided by staff. Innovative methods were used to ensure people received the best care as they neared the end of the life. People rarely complained about the care received; when they did, the provider acted quickly to ensure there was minimal impact on people and this was used for future learning and improvement.

People received care from staff who were exceptionally kind and caring. There was a strong, visible person- centred culture at this service. Staff cared for people in a way that exceeded expectations. People felt like they mattered, that their views counted, and they felt respected. Staff provided high-quality and dignified personal care. People felt at ease with staff and this, in turn, offered reassurance to their relatives. An equality, diversity and human rights approach to supporting people's privacy and dignity was well embedded in the service. People were provided with the support to live their lives in their chosen way, free from discrimination. People felt staff respected their backgrounds and choices and provided care in a respectful manner. People's independence improved significantly from the care provided. This was

especially evident when supporting people living with dementia.

People received care that kept them safe from harm. Risks were assessed and reviewed. When needed, care records were updated to reflect the change in risk. Care plans were thorough and addressed all risks to people's health and safety, but in as least a restrictive way as possible. Staff arrived to calls on time, they completed all tasks and spent any spare time talking with people. Recruitment processes were thorough. People's medicines were managed safely. The provider had ensured people were protected from the risk of the spread of infection. Accidents and incidents were investigated, and actions taken to prevent the risk of recurrence.

People's care was provided in accordance with best practice guidelines and legislation. Staff were supported to develop their careers through extensive training programmes and completing externally recognised qualifications. Staff felt supported by the management team. People were supported to maintain a healthy lifestyle through making wise food choices. Staff worked alongside other health and social care professionals to provide people with high quality, relevant and timely care.

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.