We undertook an announced inspection of Care 4 U on 12 August 2015.
Care 4 U provides personal care for people in their own homes. At the time of our inspection there were 20 people receiving the service.
There was a registered manager in post at the time of 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.
All people we spoke with were consistently positive about their experiences of the service, its staff and its management.
People told us they felt safe with staff and that staff delivered safe care. Relatives told us they had confidence in staff. Staff were aware of how to report issues of safety to appropriate agencies and keep people safe. The registered manager ensured staff had access to up to date guidance on keeping people safe.
The provider had assessed people’s care for possible risks and sought to minimise these risks through appropriate care planning. The provider ensured that staff knew how to safely use equipment during people’s care.
People received visits from staff on time and for the full length of time agreed. The provider had a system in place to ensure staff who were on leave would be covered, even at short notice. This meant that people did not experience missed visits.
The provider used safe recruitment processes to ensure staff were of appropriate character to care for people. Staff supported people with their medicines in a safe way.
Staff received support and training that meant they were skilled in important areas of care. Staff received appropriate support from the management team. The provider cooperated with external healthcare professionals in order to support people’s well-being.
Staff knew how to support people’s choices and human rights. People told us staff offered them choice and respected their choices.
People described the registered manager and staff as offering a high standard of compassionate care. People gave us a number of examples of staff going ‘the extra mile’ and demonstrating a highly caring attitude. Some people told us the service offered the best care they had ever experienced.
The provider sought people’s opinions about the service, listened to people and sought to improve the provision of care. People receiving the service remained the main focus of the provider. People received care from a consistent staff group who provided continuity of care.
Staff promoted people’s dignity, privacy and independence. Care plans supported staff with detailed guidance about how to achieve this for each person.
People’s care was regularly reviewed and updated to ensure they received care which met their needs. Care planning acknowledged people’s strengths and aspirations, as well as areas they required more support in. Relatives and people who were important to those receiving the service were appropriately involved in people’s care. They were supported by the service to maintain their involvement. People knew how they could raise issues with the provider, although no one told us they had reason to raise a complaint.
People and staff were positive about the culture of the service and told us the service was well managed. Management listened to people and staff in order to improve the service. There were some shortfalls in the formal recording of checks and audits which the provider carried out. However, we saw evidence of new systems and records being introduced to address these areas.
Staff cooperated with other agencies in order to improve people’s health and well-being.