This inspection took place on 4 April 2017. The inspection was announced.

ACASA provides personal care services to people in their own homes. At the time of our inspection there were 72 people receiving care and support from the service. They were supported by 19 care workers, a team manager, three care supervisors, a care co-ordinator, administrator and 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.

The provider supported staff with safeguarding training and staff gave examples of how to recognise the signs of potential abuse and avoidable harm. There were processes in place for staff to follow should they wish to report any concerns. There were enough staff employed to keep people safe and the provider ensured that safe recruitment practices were followed to ensure the right people were employed to work in a care setting. There were assessments completed to identify the risks to people’s health and well-being and guidance for staff regarding how to manage these safely. People were supported with their medicines safely, however, there were gaps on Medicines Administration Records (MAR) in relation to the application of topical lotions.

Staff received regular training to enable them to acquire and maintain the necessary skills and knowledge to enable them to carry out their roles effectively. Staff received regular supervision, spot checks and appraisal to support them in their development. People told us that staff sought consent before they provided personal care and staff had a good understanding of the Mental Capacity Act (MCA) 2005 and how to apply this in everyday practice. People were supported to access health and social care professionals when required and where people were supported with fluid and nutrition intake this was identified in care plans.

People told us that staff were kind and respectful. Staff told us that wherever possible the same care workers visited people to maintain continuity of staff which enabled them to develop a good rapport with the people they cared for. People were encouraged to contribute to decisions about their care and support and care workers gave good examples of promoting people’s independence. People felt that their dignity and privacy as acknowledged and respected.

People received a detailed initial assessment that clearly identified their needs, preferences and wishes. Care plans were reviewed regularly to accommodate changing needs. There was a complaints process in place and people knew how to complain and felt confident that if they needed to raise a concern they would be listened to and action taken. Complaints were logged and investigated in a timely manner.

People and staff spoke of a positive culture within the service and of good communication from the management team. There were management systems and procedures in place to monitor and improve the quality of service provided. Feedback was sought from people and staff in surveys with regard to service provision. Team meetings were held to share information with staff and update them on any operational issues and these were well attended.