East Anglia Medical Care Ltd

We rated the service as good because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect people from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept appropriate care records.
• Staff provided good care. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients. Services were available seven days a week.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients and other involved in their care.
• The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and staff were committed to improving services.

However:

• There was no formal risk register in place.
• References for recruitment were not always documented to ensure staff suitability was clearly evidenced.
• Policies were not always completed with all detail required to guide staff using up to date procedures.
• Patient consent was not clearly documented to evidence consent to care.