Mae Care Ltd

The provider, Mae Care Ltd, and their related support organisations Mae Interventions and charity "Bloomin Dementia" also provides social support to people living with dementia and their relatives. 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. Some people receive personal care as well as social support to enable them to remain in their own homes.

People and their relatives were involved in assessing, planning and reviewing personal care. People's support plans set out current needs and consideration of the longer-term aspirations of each person for living well with dementia. People and relatives told us staff had the training and experience needed to provide good quality personal care that was tailored to each person. Staff supported them to prepare meals and drinks if they needed support with this. Staff knew about people's health needs and when to contact health or social care professionals for support.

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 and relatives spoke very positively about the way staff provided personal care that was kind, caring and focused on their individual needs and preferences. Relatives felt staff supported their family members to make choices, listened to them, and respected their choices. Staff understood people well, using their preferred communication styles and making use of each person's likes, dislikes and needs to provide care to each person. Staff supported people in ways that both upheld their dignity and encouraged them to continue to do things for themselves to remain as independent as possible.

People's personal care was designed with them and where appropriate, with their relatives. People were

supported to maintain contact with family and friends, and to be part of their local communities. People were supported to access advocacy services if needed. People and relatives were comfortable to raise any concerns easily and felt confident staff would support them to do so. People and relatives were supported to discuss and plan for their end of life care as and when they felt it was appropriate to do this, and staff knew how to support people and their relatives in the way they wanted.

The service was well-led. Relatives were consistently positive about the quality of care and felt the management of the service was good. People's needs and wishes came first, and both people and relatives told us staff worked hard to achieve this. Staff felt respected and supported by the registered manager and management team who promoted a positive and improvement-driven culture of care. The provider and registered manager undertook regular audits of all aspects of the service to review the quality of care. These were effective in identifying areas where improvements were needed. The provider and whole staff team had a clear vision for the direction of the service which demonstrated ambition and a desire for people to achieve the best outcomes possible.