Absolute Care is a domiciliary care service. It provides personal care for people living in their own homes in the south Liverpool area. The service currently provides care and support to eleven people.

The service has a registered manager who is also the registered provider and they were involved directly in the running of the business and the provision of care. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered Nominated individuals, 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.

People were protected by the service’s approach to safeguarding and whistle blowing. People who used the service told us that they were safe, could raise concerns if they needed to and were listened to by staff. Staff were aware of safeguarding procedures, could describe what they would do if they thought somebody was being mistreated and said that management listened and acted upon staff feedback.

People we spoke with who received personal care felt the staff were knowledgeable, skilled and their care and support package met their needs. People who used the service told us that they had a small team of staff, who were reliable and arrived when expected. Staff confirmed that they were not rushed and had time to provide the care people expected.

Staff told us they were supported by their management and could get help and support if they needed it. Staff did receive supervision through observations and discussions that were recorded.

The service had systems to ensure staff were appropriately recruited, trained and supported. Staff were being supported to achieve National Vocational Qualifications in health and social care.

The staff undertook the management of medicines safely and in line with people’s care plans. The service had health and safety related procedures, including systems for reporting and recording accidents and incidents. The care records we looked at included risk assessments, which had been completed to identify any risks associated with the person’s environment and delivering the person’s care.

People and staff told us when they raised any issues they were dealt with promptly and professionally and everyone we spoke with knew how to speak to the management team at the office if they had any concerns.

There were quality assurance systems in place to gains the views of people using the service and staff would discuss developments and issues together.

The service was an active part of the local community. We saw that the registered manager and staff were committed to supporting people to remain in their own homes with support and worked with G.P’s and district nursing services and other specialist services.

The registered manager told us about how the service worked with people from different religious ethnic and religious backgrounds and supported people to uphold their beliefs and respected their traditions and religious observations.

People had appropriate care plans relating to all aspects of their care needs. They contained detailed information about exactly how each person should be supported to ensure their needs were met. In each of the care plans we reviewed we saw that people had been consulted on their care and signed to give consent to the care and treatment they received.

We spoke with three relatives of people who used the service. All of the people we spoke with told us they were happy with the care and treatment their relative received. One person told us; "I can’t fault them." Another person commented; "Staff are lovely and do a great job. They actually come early."

We spoke with a relative following our inspection, this person told us that staff were punctual and reliable and the quality of the service was excellent. We also asked relatives of people who used the service if they felt confident to raise any concerns they had about their care and support. People we spoke to told us they would speak to staff should they have any concerns.

We spoke with several people who used the service and their relatives. People told us they were happy with the care provided and that their privacy and dignity was maintained when receiving personal care. They told us they usually had the same carers on a regular basis, which was important to them, and that they were always told when their carers would be late for any reason. People told us they knew how to make a complaint if they had any concerns and that they were regularly asked for their views on the service.

Other comments included:

“The carers are fantastic”

“I couldn’t fault them”

“They’re always on time”

“The manager is very caring”

“I would mark them a twelve out of ten!”