This announced inspection took place on 9 August 2016 with phone calls made to people using the service and their relatives on 11 August 2016. The provider had a short amount of notice that an inspection would take place so we could ensure staff would be available to answer any questions we had and provide the information that we needed. This was the first time we had inspected the service.

AC Homecare Limited are registered to deliver personal care. They provide Domiciliary care to older people living in their own homes. At the time of our inspection 12 people received personal care from the provider.

The service had a registered manager. 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.’

Care staff supported people in a way that made them feel safe. Staff knew the procedures they should follow if they witnessed or suspected that a person was being abused or harmed. People and staff we spoke with knew who to contact to report any concerns, including how to escalate any concerns out of hours. Criminal records checks were acquired prior to people commencing work. People were supported to take their medication in a safe way, at the appropriate times. People received the support they needed by staff they were familiar with and did not experienced any significant delays in receiving their care. Staff were fully informed of any new or potential risks before supporting a person.

Staff had the skills and knowledge required to support people effectively. Staff were provided with an induction before working for the service and also had their competency in relation to care provision periodically observed. Staff had been trained in a range of subjects relevant to the people using the service and those that were due for updates had upcoming dates for these to be completed. Staff knew how to support people in line with the Mental Capacity Act and gained their consent before assisting or supporting them. Care staff prepared meals that people had selected and knew how to support them according to their nutritional and dietary needs. Staff knew who to contact should they have any concerns about the health of the people they were supporting.

People’s preferences for how they wished to receive support were known and always considered by the care staff. People were involved in making decisions about their care and how it was to be delivered. People felt listened to, had the information they needed and were consulted about their care. Staff provided dignified and respectful care in a way that maintained people’s dignity. People were encouraged to maintain their optimum level of independence with staff there ready to support them if they needed help.

Staff were knowledgeable about people’s needs and knew the importance of providing them with personalised care, that met their preferences. Staff considered all aspects of people’s well-being when supporting them and knew how peoples more diverse needs should be met. People knew how to raise complaints or concerns and felt that they would be listened to and the appropriate action would be taken.

People were happy with the service they received and felt the service was led and managed well. Staff were well supported in their roles with a clear management structure. Staff were able to speak openly or make suggestions for improvement and were listened to. Staff understood the values of the service and there was a culture of openness and support for all individuals involved in the service. The provider was keen to get feedback from people using the service and periodically contacted them to ask for their views about the care they received. Some of the records we reviewed in relation to the quality and monitori