Happy Valley Home Care Limited

“People received safe, effective and person-centred care from staff who treated them with kindness, dignity and respect. People and relatives spoke positively about the service and described staff as reliable, flexible and caring. Continuity of care was a particular strength, with people often supported by a small team of familiar staff who knew their needs, routines and preferences well. Care plans reflected people’s individual needs, choices and desired outcomes and promoted independence. Staff understood how to identify and manage risks while respecting people’s rights and choices. They monitored changes in people’s health and wellbeing and promptly sought advice from families, managers and health and social care professionals when concerns arose. Professionals described staff as proactive, skilled and receptive to recommendations, which supported coordinated care and positive outcomes for people. Staff understood safeguarding, whistleblowing and their responsibility to raise concerns. Medicines incidents, safeguarding matters and other incidents were identified, investigated and followed up, with actions including professional referrals, additional monitoring, staff training, competency checks and changes to care arrangements. People were supported by sufficient numbers of suitably trained staff, although we provided minor feedback about ensuring recruitment references were sufficiently robust. The provider had introduced a structured governance and audit programme which identified areas requiring improvement and led to measurable progress in care planning, medicines management, training, safeguarding documentation and quality assurance. Staff generally described managers as approachable and supportive, and external professionals spoke positively about leadership and partnership working. We gave feedback that the provider should maintain assurance that all staff felt confident to raise concerns.  ”