Access Care Solutions

People's communication needs were assessed, and the provider told us they were able to provide information in different formats. Some relatives told us they would prefer access to their family members care plans and records in a non-digital format and they felt this option had not been presented to them. As such, some relatives did not feel fully engaged with the service. Other relatives spoke highly of their involvement and praised the communication with the service.

Care staff had been trained to understand how to support people with their end of life care needs. However, care plans for people's end of life care contained limited information and did not record whether people had declined to discuss this issue.

People were supported to have maximum choice and control of their lives and care staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. However, people's care records did not always accurately reflect what the provider told us about their capacity to understand their care.

There were enough staff to meet people's needs and people received care from consistent care staff. Risks were assessed and actions had been identified on how to reduce these. This included how to reduce risks from infection, including from COVID-19. Staff were clear on what actions they needed to take, including the wearing of personal protective equipment (PPE). Systems were in place to help reduce the risks to people from abuse. Care staff had been trained and understood how to identify signs of potential abuse and how to report their concerns to help keep people safe.

Care staff told us they had received training to enable them to work effectively. Care plans for people's

nutrition and hydration needs were in place as needed. The involvement of other agencies in people's care was effectively managed.

People felt well-supported and cared for with dignity and respect. People's decisions about their care were respected and their choices and control promoted. People's independence was supported.

People received a service that adapted to meet their changing needs. The service worked to help prevent people feeling socially isolated and care staff developed positive relationships with people. Systems were in place to help ensure any complaints were dealt with effectively and in line with the provider's policy and procedures.

The provider looked to investigate any concerns raised with them and was considered open and approachable by care staff and relatives. The provider worked in partnership with others to achieve good outcomes for people.