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Date of Assessment: 19 May to 30 May 2025. The service is a domiciliary care agency. It provides personal care to people living in their own homes. They supported adults of all ages, including people with mental health issues. At the time of the inspection, they were supporting 4 people. The provider demonstrated a proactive and positive culture of safety, which ensured people were protected and kept safe. Incidents and changes in people’s health and wellbeing were reported appropriately and in a timely manner to the relevant health and social care professionals. Strong collaboration with health and social care professionals ensured coordinated and consistent care. Staff were confident in reporting concerns, knowing they would be addressed immediately. The provider focused on involving people in managing risks, ensuring care was supportive and safe. The provider followed safe recruitment practices to ensure staff were suitable to work with people in their homes. Medicines were managed safely with the involvement of people and their relatives. Staff had access to training and development opportunities, with their wellbeing prioritised by the management team. Staff had shadowing opportunities and protected time to review people’s care records to fully understand their communication, personal and health needs. The provider assessed and reviewed people's needs effectively with care and treatment planned and delivered in line with best practice and partnership working. Care was personalised, with people and their relatives fully involved in decisions about their care. The provider supported people to live healthier lives, proactively addressing changes in their health and wellbeing. Monitoring and improving outcomes was a key focus, with evidence of significantly improved physical and emotional wellbeing for people, especially those experiencing significant mental health crisis. People were treated with kindness and compassion, with staff building trusting relationships through consistent care. The provider respected people's privacy and promoted their independence and choice. Staff were responsive to people's immediate needs, particularly during times of emotional distress or crisis, providing timely and compassionate support. Staff understanding of people's cultural requirements had positive benefits, as it helped to enhance communication, trust, and the overall level of care. The provider cared about staff wellbeing, ensuring the staff team felt valued and supported. Staff and relatives praised the open and honest communication from the management team, which fostered a learning culture to improve people’s care. The provider had effective systems for listening to people’s feedback, with people and their relatives confident in raising issues. Leadership was strong, with a clear vision and strategy for delivering high-quality care. The registered manager provided effective leadership, promoting a positive culture and encouraging staff involvement. Governance systems were robust, with regular audits and feedback used to monitor and improve service quality. The provider engaged and involved people, their relatives, and staff in the running of the service, fostering a culture of continuous improvement and innovation. The management team were open to feedback and further learning and improvement. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. The management team were committed to ensuring people received fair and equal care and treatment. They advocated on their behalf when needed, which health and social care professionals appreciated. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. The provider was proactive in creating strong links with local community organisations, which helped to enhance the support and resources available to people, ensuring their cultural and diverse needs were met effectively.
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