Our current view of the service
Updated
8 May 2025
Date of Assessment: 29 May to 26 June 2025. The service is a care at home service registered to provide support to older people and younger adults, including people who may live with dementia, mental health, sensory impairment, eating disorder or physical disability needs. At the time of inspection there were 22 people using the service and of those people 20 were receiving the regulated activity personal care. This was the first rated inspection of the service. A registered manager was in place, who was also the nominated individual (NI). The NI is registered with the Commission and is legally responsible to ensure that the service is compliant with legal and regulatory requirements. There were enough staff with the necessary skills, qualifications and experience. However, improvements were needed to roster management and communication to ensure people and staff were kept informed of any changes. People were treated with kindness and compassion. Staff protected their privacy and dignity. Staff received training to maintain high-quality care. Staff knew the care and support needs of people they supported, but improvements were needed to care records to reflect the care provided by staff. People were supported to ensure their health care needs were met. Most systems were effective and in place to protect people and ensure their safety. They were supported to take risks to improve their quality of life. However, some improvements were needed to staff recruitment, risk management, the on-call system and medicine management to ensure people’s safety. Systems were in place to monitor the quality and safety of the service, however some improvements were identified.
People's experience of the service
Updated
8 May 2025
We received very positive comments from people and relatives about the caring nature of staff. Relatives and people told us staff were kind and caring, they were patient and treated people as individuals. Their comments included, “These carers are the best so far, so compassionate and lovely”, “Staff constantly go over and above what they are supposed to do”, “The carers chat to me”, “I have 2 days of freedom, peace of mind that [Name] is safe and being cared for. When I see [Name] I can just be a [relative] “and “I have got my life back.” Relatives told us people received consistent care from staff they knew. However, people did not know which staff member would be visiting. Comments included, “I have regular girls [staff]”, “I don’t know who is coming” and “The continuity of carers enables [Name] to make contact with them. It helps with [Name]’s dementia.” Most relatives and people were positive about the open culture of the service, they all said they were listened to, had opportunities to give feedback and any concerns were addressed. However, improvements were needed to communication and the on-call system as we received mixed feedback from relatives and staff. Comments included, “Communication is not great. It is common courtesy to call and say they [staff] are running late”, “Office staff do not keep us informed”, “Majority of the time staff are on time. They let me know if late”, “They [staff] do not call to say they will be late” and “They have exceptional carers, and I cannot fault them. The office communication could be improved” and “I can call at any time. They are quick to respond.”