Caring Comes 1st 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's needs were assessed before they were supported by the service. Assessments were available to staff and included information about risks and how these should be managed to help keep people safe. People's medicines were managed and administered safely by trained staff, and clear records were kept.

People and their relatives were involved in assessment, developing plans and reviews. Staff routinely read records and updates to ensure they provided support which continued to meet people's needs and preferences.

There were enough staff to meet people's needs, and new packages of care would only be taken on if there were enough skilled staff to provide safe, high quality support. Safe recruitment practices were in place.

Staff had the skills and knowledge required to provide effective support. Staff completed induction and core training as well as more advanced courses to provide a service which reflected best practice.

Staff understood the importance of giving people choice and control where possible. They responded to people's needs and wishes and treated them as individuals. People and their relatives were supported to express their views and be actively involved in making decisions about the support they received.

People and their relatives felt able to raise concerns. The service treated concerns and complaints seriously, investigated them and learned lessons from the results. Learning was shared to improve the service.

The registered manager and staff were clear about the responsibilities of their roles. The management team worked directly with people and led by example. Managers apologised to people and their relatives when things went wrong.

Governance processes were effective and monitored performance, kept people safe and provided good quality support. Actions were taken when shortfalls were identified.

People and their relatives were positive about the support they received. Professionals praised staff and the service they delivered. Staff felt supported and valued by senior staff and managers. They were proud to work for the organisation.