Domiciliary Services

• The service was safe, everyone we spoke with told us this.
• Staff had received safeguarding training and knew who to inform if they had any concerns.
• Risks related to people’s care and support were managed.
• The service had sufficient staff to meet peoples needs.
• Where people lacked capacity, the service had carried out mental capacity assessments and held best interests meetings with family members.
• Care was person-centred and people’s preferences were identified.
• Relatives we spoke with were happy with the skills of the staff providing care
• The service promoted privacy and dignity. All relatives gave positive feedback in the way people were cared for.
• People’s needs were supported and staff respected people’s wishes.
• Care plans reflected individual needs, risk assessments were person-centred.
• The service cared for people at the end of life and care plans specific to this aspect were seen in case notes; these were person-centred.

Are people protected from abuse and avoidable harm?

• The service was safe, everyone we spoke with felt the service was safe. Relatives said, “The service is safe I can trust the carers, they have the right skills.” Another said, “I feel the service is safe I can leave [person receiving care] knowing that they will support their needs.”
• Staff were recruited safely. Checks were completed before they worked at the service including Disclosure and baring service (DBS) criminal record checks. The DBS helps employers make safer recruitment decisions.
• People were supported to have their medicines safely. Relatives we spoke with where the service supported medication, felt it was done safely. Staff we spoke with had received training.

Is a persons care achieved with good outcomes and promoting a good quality of life?

• People and relatives met with staff before they started to use the service. They discussed their care and support needs to ensure the service could meet their needs.
• Care reviews took place on a regular basis, relatives felt involved in the review process.
• Everyone we spoke with were happy with the skills of the staff and they had appropriate training. One person said, “I am more than happy with the staff, they are able to meet my needs.” One relative said, “The carers have appropriate skills.” Another relative said, “The staff have the right skills and all the staff have the same standards of care.”

Are the people treated with compassion, kindness, dignity and respect?

• Everyone we spoke with gave positive feedback to say the staff were always on time, kind and caring in their approach. One person said, “Excellent staff, kind and caring.” Relatives described staff as “Professional and friendly”, “kind and caring.” Everyone felt people were provided with care that supported their needs and staff respected peoples wishes. A relative commented, “The staff are professional and aware of [person]’s needs.“
• Everyone told us people and relatives were involved in care assessments. Care records showed personalised details such as likes and dislikes around food and drink. A relative said, “[Person]’s wishes are respected and listened to and acted on.”
• Everyone told us people and relatives were involved in care assessments. Care records showed personalised details such as likes and dislikes around food and drink. A relative said, “[Person]’s wishes are respected and listened to and acted on.”

Does the service met people’s needs?

• Care was planned around people’s individual needs and preferences. We saw people’s care plans reflected their individual needs, risk assessments were person-centred and staff knew the information. One relative said “Staff are respectful of [person]’s choices around likes, dislikes and supporting religious needs.“
• Staff we spoke with said they were made aware of any changes to people’s care plan prior to their shift. Improving care quality in response to complaints or concerns

Does the service management assure high-quality, person-centred care?

• The service was consistently managed and well-led. Leaders and the culture they created promoted highquality, person-centred care
• The service ensured people received person-centred care which met their needs and reflected their preferences. Relatives we spoke with told us staff gave the support needed. One relative said “The carers do what is needed.“
• Relatives and staff knew who to contact for advice and that this would be responded to appropriately. A relative said, “Any problems are dealt with effectively.“
• The service worked in partnership with health professionals, to ensure people’s support needs were being met. Staff made referrals to other agencies appropriately to support the needs of people.