Procare Domiciliary Services Ltd

Not everyone who used the service received personal care. The Care Quality Commission (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.

Staff cared for people with exceptional kindness and compassion and promoted their right to make choices in every aspect of their lives. Staff worked in partnership with a local hospice to support people at the end of their life.

People were treated with dignity and respect and were supported to maintain their independence for as long as possible. Staffing resources were organised exceptionally well to provide people with continuity of staffing resulting in safe, consistent, responsive care. Staff worked together in a mutually supportive way and communicated effectively with a range of external organisations. Staff recruitment was safe.

Care planning systems were highly effective. Staff understood people's individual care needs and preferences and used this knowledge to provide them with extremely responsive support. Training and supervision systems provided staff with the knowledge and skills they required to meet people's needs. People received food and drink of their choice and people's medicines were managed safely.

Systems were in place to ensure effective infection prevention and control. Staff worked collaboratively with local health and social care services to ensure people had access to any support they required.

Staff were aware of people's rights under the Mental Capacity Act 2005 and supported people to have maximum choice and control of their lives, in the least restrictive way possible and in their best interests. The policies and systems in the service supported this practice. The provider assessed and managed potential risks to people's safety and welfare. Staff knew how to recognise and report any concerns to keep people safe from harm.

The service was well-led. The registered manager and other senior staff provided hands-on leadership and were respected by their team. Staff enjoyed their work and were proud to work for the provider.

A range of audits was in place to monitor the quality and safety of service provision. There was organisational learning from significant events and the provider was exceptionally responsive to people's queries and feedback. The provider was committed to continuous improvement whilst limiting growth to preserve the highly personal nature of the service provided.