Alina Homecare - Trowbridge & Chippenham

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. On the day of the site visit, nine people were receiving the regulated activity of personal care.

People's needs were assessed, and care plans were in place. People were cared for by staff who had been trained to carry out their roles and who were knowledgeable about the support people 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; the policies and systems in the service supported this practice.

People told us they were cared for by kind and compassionate staff. Staff understood the need to respect people's privacy and dignity. One person's relative said, "All of the carers are lovely with my relative. They are all kind and patient." Feedback received from another person's relative was, "We would not have got through the last year if it had not been for this company. The carers were an absolute lifeline when our mental health was really suffering. We could not have had any more support than what this company gave us."

Staff were knowledgeable about people's support needs as well as people's preferences for how they were cared for. One person's relative said, "What sold the company to us was their time slots. They were willing to work with my relatives and us whereas another company told us what time slots they had. We needed the carers to fit around our relatives not the other way around." People's feedback was sought. There was a complaints procedure in place and people knew how to complain if they needed to.

Systems were in place to monitor the quality of care provided and continuously improve the service. Staff

spoke highly of the registered manager and said the service was a good place to work. One staff member said, "[Registered manager] is really good. Any problems, I can go to her." Another member of staff said, "I think this is a good company to work for."