Heritage Homecare Ltd

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 had person-centred care plans in place which took into account people's preferences. People told us that the staff were always kind and patient, having the time to spend with them creating positive relationships and trust.

One person described the care as, "first class", with another person saying, 'they are very good at everything they do.'

People's feedback of the service was positive and those that responded felt the care they received helped improve their quality of life.

Staff were trained and well supported in their roles by both the registered manager and the provider. Best practice and good care were encouraged with systems in place to share this conduct across the team and reward schemes in place to promote excellent care.

Risks to both people and staff had been assessed with appropriate risk assessments in place to help protect people. Processes had been developed to monitor the safety of both people and staff which was overseen by the registered manager.

People told us that staff always worked to maintain their dignity and privacy and they were always respectful when providing 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.