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CQC Report

People’s experience of using this service and what we found

People asserted staff skilfully and safely managed their medicines. A relative stated, “Nothing is too much trouble. I would be lost with my medication if it wasn’t for the carer, they are very good at reminding me.” The provider deployed sufficient staffing levels to ensure care packages met people’s needs.

“Nothing is too much trouble. I would be lost with my medication if it wasn’t for the carer, they are very good at reminding me.”

The registered manager was fully inclusive of people and relatives in discussing their care packages. They provided extensive training to enhance staff skills and knowledge. 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. The registered manager developed care plans to ensure staff understood each person’s nutritional needs. A relative said, “Time was taken to find out [my relative’s] usual eating habits, likes and dislikes, and what she could manage herself.”

“Time was taken to find out [my relative’s] usual eating habits, likes and dislikes, and what she could manage herself.”

Without exception, people and relatives told us staff were very caring and went above and beyond to optimise their independence. Staff had detailed information to assist each person to maintain their dignity and individuality. One person commented, “They are my guardian angels.”

Staff demonstrated a detailed understanding of people’s individuality and how they wished to be supported. The registered manager ensured each person had detailed information in their own home about how to make a complaint. They engaged with them and relatives to understand their backgrounds and social needs.

“[The registered manager] is a fantastic manager. It’s not a business, it’s a vocation to her.”

The registered manager checked service quality and safety to maintain everyone’s welfare. A relative told us, “[The registered manager] is a fantastic manager. It’s not a business, it’s a vocation to her.” Staff worked closely with partner agencies to ensure continuity of people’s care.