Absolute Care and Support (UK) Limited is a domiciliary care agency located in Woodley in Stockport Greater Manchester. The service provides twenty four hour personal care, support and social inclusion services to adults who live in their own home.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and on-going monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection. At this inspection we found the service remained Good overall. There were no breaches, the service met all relevant fundamental standards and exceeded these in the responsive key-question.

People told us they felt safe receiving care in their homes and they did not have any concerns about the care they received. Care workers, office staff and management were knowledgeable in what constituted abuse and their responsibilities in reporting any concerns they had internally and externally to local safeguarding authorities.

Care records and care plans were personalised to each individual and contained information to assist care workers to provide personalised care in a way people wanted and needed. The service operated a matching service where care workers with similar interests, hobbies and personalities were matched to people; therefore people mostly received consistent care and support from the same care workers. All people spoken with agreed they always received support from care workers they knew well.

Recruitment procedures were in place ensuring only those applicants suitable to work with vulnerable people were appointed. Sufficient numbers of staff were available to support the individual needs of people.

Care workers were passionate about their role and felt very responsible for the people they cared for. They had a very good knowledge and understanding of people's care needs, interests and how they liked their care to be provided. They spoke warmly about the people and their families who used the service and it was clear from our conversations with people that people liked and trusted them and were at ease in their presence.

People we spoke with and their relatives told us the care workers went above and beyond what was expected of them. The service had gone the 'extra mile' by considering the needs of people using the service and their relatives by promoting and developing positive relationships with them.

People and their relatives were actively encouraged to make their views known and were involved in making decisions about their care. Care workers had a very good understanding about what was important to people and went out of their way to ensure people's needs and wishes were met.

Policies and procedures were in place and were kept under review. The provider was in the process of sourcing new policies that were geared more towards domiciliary services. Existing policies and procedures helped guide the actions of all individuals involved in the service and provided consistency in all practices carried out within the service.

The provider had up to date complaints and whistleblowing policies and procedures which gave information for staff to follow and time scales to adhere to. This helped to assure people and care workers that their concerns were taken seriously and would be addressed quickly.

Quality assurance systems in place helped to monitor the quality of service people received. The provider undertook various audits which the managing director used to continually scrutinise all aspects of the business.

The registered manager and registered provider recognised staffs caring attributes through observations of staff practices and behaviours and operated an employee reward scheme to acknowledge staff loyalty. This helped the staff team to feel valued and mai

Is the service safe?

People told us were treated with respect and dignity by the staff. People told us they felt safe whilst their care was being provided. They said that staff understood how to safeguard the people who used the service.

Systems were in place to make sure managers and staff learned from events such as accidents and incidents, complaints, concerns, and whistleblowing. This reduced the risks to people and helped the service to continually improve.

The service had policies and procedures in relation to the Mental Capacity Act (MCA) and the Deprivation of Liberty Safeguards (DoLS). No applications have been submitted to CQC.

We saw records to show that recruitment practice was safe and thorough. A range of policies and procedures were in place to make sure unsafe practice was identified and people were protected.

Is the service effective?

People's spoken with told us that their health and care needs were assessed with them.

We saw that people’s mobility and equipment needs had been identified in the person’s care records where required.

Relatives spoken with confirmed they were always welcomed by accommodating and supportive staff.

Is the service caring?

People spoken with told us they were supported by kind and attentive staff. People said, “I can’t say anything other than brilliant”, “They are very flexible” and “I have increased our hours with this company, they are spot on”.

People told us that the service regularly checked on the quality of the service they provided with people who used the service. Where shortfalls or concerns were raised these were addressed.

Is the service responsive?

People spoken with were aware of the complaints procedure but had never had cause to complain. They told us that they felt assured that complaints would be investigated and action taken as necessary.

Is the service well-led?

We saw records to show that the service worked well with other agencies and services to make sure people received the care they required.

The service had a quality assurance system. Records seen by us showed that the service had not formally implemented the system because they had not been operating for a year. However the manager told us that a spot check system would ensure the quality of the service was continuingly improving.

This was an announced inspection which took place on 6 and 7 October 2015. The inspection was announced to ensure that the registered manager or other responsible person would be available to assist with the inspection visit.

The service was previously inspected on 7 April 2014, when no breaches of legal requirements were found.

Absolute Care and Support (UK) Limited is registered with the Care Quality Commission to provide personal care to people living in their own home. The service specialise in home care support for adults in need of short and long term assistance with the activities of daily life such as shopping and cleaning tasks. At the time of our inspection there were 71 people using the service.

A registered manager was in place. 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.

People who used the service and their relatives were complimentary and positive about the attitude and support of the staff. Staff spoken with told us that a variety of appropriate training was made available to new and existing staff as part of the Absolute Care and Support (UK) Limited employee induction. This helped to make sure the care provided was safe and responsive to meet people’s identified needs.

Five care workers spoken with told us they had been through a robust recruitment process. They also confirmed they had received safeguarding and whistle blowing training and knew who to report to if they suspected or witnessed abuse or poor practice. Individual staff training records indicated that all care workers had received such training and were working towards a nationally recognised qualification in care such as a National Vocational Qualification (NVQ) in health and social care. The care workers told us that they also received regular supervision and spot checks to help make sure that correct care standards were being provided. This helped them to carry out their roles effectively.

People using the service told us that the care workers treated them sensitively and with respect and they tried to make sure that their independence was maintained wherever possible.

Care plans were in place to reflect people’s needs. Information about how people wanted to be supported, their likes and dislikes, when support was required and how this was to be delivered was also included in the care plans we examined. We saw written evidence of people and their relatives being involved in the decision making process at initial assessment stage and during care needs reviews.

Information regarding people’s dietary needs was included in their care plan and guidance for care workers was provided to help make sure these requirements were met. Any specific requirements in relation to medication were clearly documented so that care workers were aware of any risk.

The provider had systems in place to monitor the quality of the service such as an annual satisfaction survey and employee spot checks which consisted of visits to people’s homes whilst staff were carrying out their care duties. This was done to check if people were happy and satisfied with the service they were receiving and to make sure care workers were carrying out their duties appropriately.

Complaints, comments and compliments were encouraged by the provider and any feedback from people using the service and their families could also be shared through face to face meetings with the manager and or service provider. Feedback received was used to make improvements to the service.

All of the people spoken with knew how to make a complaint and felt confident to approach any member of the staff team if they required. We saw evidence that people’s comments and complaints were responded to appropriately.