Francis House Home Care

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.

There were 101 people being supported at the time of the inspection, 19 of whom were in receipt of the regulated activity of personal care.

Relatives said their family members were supported safely and treated with kindness and respect. They were happy with their family member's care when it was provided by their regular staff who were friendly, professional and well trained. They were less confident when care was provided by new or unfamiliar staff. However, the provider had a comprehensive induction process for new staff and tried, where possible, to ensure people received care from a consistent group of staff. People's medicine was administered safely.

People's needs and preferences were assessed before care was provided and they were supported by staff who understood the importance of promoting choice and personalised care. Staff supported people to remain as independent as possible.

Where staff supported people with eating and drinking, this was done well. Staff worked with health professionals and followed guidance to meet people's needs effectively.

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.