The Halow Care Agency

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.

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.

Right Care: People told us staff were kind, caring and supportive. People were supported to be as independent as possible and to build their skills and self-confidence. People's dignity, privacy and choices were respected by staff. People were involved at every stage of their support. Staff knew how to communicate with people well.

Staff were well trained, knew people well and provided safe care and support around people;s individual risks, needs and medicines when needed. There were enough staff to provide good and safe support, although the provider managed some staffing challenges at the time of the inspection.

Right Culture: The ethos, values, attitudes and behaviours of leaders and care staff ensured people using services led

confident, inclusive and empowered lives. People were helped to access education, work and social opportunities relevant to their interests. The culture of the service was open, transparent and inclusive and we saw people freely approached staff and managers. The leaders of the organisation were monitoring quality, safety and needs of the service and took action to improve people's experiences, to involve them and to respond to their feedback.