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Inspection carried out on 3 February 2020

During a routine inspection

About the service

YourLife (Shrewsbury) is a domiciliary care agency which provides assistance with personal care to people living in their own flats within an assisted living complex. At the time of this inspection six people were receiving support with personal care needs. 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 experience of using this service and what we found

People felt safe with the staff who supported them. Staff understood their responsibilities in relation to protecting people from the risk of harm. Where risks to people had been identified, assessments were in place to manage and mitigate these. People received their medicines when they needed them. People were supported by adequate numbers of staff who were safe and competent to work with them. People were protected from the risks associated with the control and spread of infection.

People were supported by staff who were well trained and competent in their role. People were assessed before they used the service to ensure their needs and preferences could be met. Staff understood the importance of ensuring people's rights were understood and respected. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People's health care and nutritional needs were monitored and understood by staff.

People told us staff were kind and compassionate. People were treated with respect and their right to privacy was understood and respected by staff. People were fully involved in decisions about the care they received.

People received a service which met their needs and preferences. People’s communication needs were assessed and understood by staff. People were provided with information in a format which met their needs. People felt confident that any concerns would be taken seriously, and action would be taken to address them.

The service was effectively managed by a team who were committed to providing a high standard of person-centred care. The provider promoted an open and honest ethos and learned from mistakes. People’s views about the service were valued and there were effective procedures in place to continually monitor and improve the quality of service people received.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The service was rated good at our last inspection (report published August 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 20 July 2017

During a routine inspection

This inspection took place on 20 July 2017 and was announced.

YourLife (Shrewsbury) is registered to provide a domiciliary care service to people living in their own homes within an assisted living complex called Stiperstones Court. This inspection only focused on the domiciliary care service and not the accommodation. There were two people using the service on the day of our inspection.

The service is required to have a registered manager in post. A registered manager was in post and was present during our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The provider had policies and procedures in place for staff to follow which gave them the information to protect people and keep them safe. Staff understood how to protect people from abuse. They had received training in types of abuse and to whom any abuse should be reported.

People were supported by enough staff to meet their needs. The provider followed recruitment practice that made sure that staff who provided care were suitable to work in people's own homes.

The provider had systems in place to support people to take their medicines if this was part of the care plan. Only staff who had received training and been assessed as competent would be able to support people with their medicines. No one was receiving this service at this time.

The provider trained staff to provide them with the skills and expertise to meet people’s needs. Staff were given the opportunity to update their knowledge through regular planned training. Managers supported staff in their role through observation, supervision and appraisals.

Staff sought people's permission before they helped them with any care or support. People exercised their right to make their decisions about their support needs. People were supported by staff who knew them well and had good relationships with them.

People were involved in their care and staff and managers listened to what they had to say. Staff treated people with dignity and respect and understood why these were important values in their role as care staff.

The registered manager reviewed people’s care needs regularly. They responded to any changes required. People knew how to raise complaints with the registered manager. People were able to speak to managers on a daily basis to air their views. They were able to give their opinion on their services formally through questionnaires.

The provider had systems to monitor the quality of the care provided to people. The outcomes of these were used to drive improvement in the personal care service.