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Inspection carried out on 3 October 2019

During a routine inspection

About the service

The service is a domiciliary care agency which provides personal care to people living in their own homes throughout North Tyneside. At the time of this inspection there were 18 people using the service.

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 receiving support from staff, who knew them well. People’s care needs were assessed, and risk reduction measures were in place.

People were well cared for by trained staff who provided a reliable, high-quality and person-centred service. Staff were kind and respectful towards people and their families and people’s privacy and dignity were upheld. People’s independence was encouraged, and they were involved in decision making.

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.

There was a good working relationship between staff, relatives and external professionals to ensure people got any extra support they needed to achieve their goals. The service was adapted as required to meet people's varying needs and wishes.

There had been no complaints made about the service. Minor incidents were recorded and acted upon to prevent a repeat occurrence. People were pleased with the service they received.

The registered manager had implemented best practice into the service, however some aspects of the service needed further development. This included compliance with the Accessible Information Standard.

We have made a recommendation about the Accessible Information Standard.

The registered manager monitored the quality and safety of the service through checks of the records. However, a comprehensive audit system was not in place.

We have made a recommendation about the quality assurance process.

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

Rating at last inspection

This service was registered with us on 5 October 2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on our inspection schedule.

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.