Our current view of the service
Updated
8 May 2025
Date of Assessment: 16 June to 17 July 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 96 people using the service and of those 80 people were receiving the regulated activity personal care. This was the first rated inspection of the service. A registered manager was in place. The registered manager 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 and people received consistent care from staff they knew. 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. People were supported to ensure their health care needs were met and many people were supported to maintain or regain some independence. Effective systems were in place to protect people and staff and to ensure their safety. People were supported to take risks to improve their quality of life. People had opportunities to be part of the community and to access social amenities to improve their well-being. Systems were in place to monitor the quality and safety of the service, however some improvements were identified to care records and roster management to ensure people received person-centred, consistent and timely care.
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. They said staff were supportive of people and their families. Their comments included, “Staff are all caring people, and they give me peace of mind as I know [Name] feels happy with their carers”, “They [staff] are all so kind and treat us respectfully”, “[Staff member] is absolutely brilliant” and “The carers are so nice and kind with me-they cannot really get any better.” Some improvements were needed to roster management, so people received support in a timely and consistent way, from staff they knew. We received mixed feedback about roster management. People and relatives’ comments included, “We get the carers that are available, lots of different ones”, “They [staff] are generally on time although, the office do not tell us if someone different is coming, but they never miss”, “We do not know who is coming”, “[Name] comes on time, but the other staff come at any time”, “The office never tell us if someone different is coming” and “Not all the carers stay the time that they should.” Other comments included, “Staff come on time and we have never had a missed visit”, “Staff never miss a visit” and “I have never had a missed call, all the carers who come to me are my regulars, they are all very good to me and talk with me and speak clearly so I can understand them.” People, relatives and staff 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. People and relatives said communication was mostly effective, including an on-call system when the office was closed. Their comments included, “I have never had to call the office out of hours about anything, but they always answer within hours very promptly. I am kept very well informed about things”, “Staff are good at communicating with me.”