This unannounced inspection was carried out on 13 July 2017. Ace Care 4 U Limited provides personal care to people living in their own homes in Nottingham city and Nottinghamshire. On the day of our inspection visit there were approximately 120 people who were using the service.

The service had two registered managers in place at the time of our inspection. 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 continued to receive safe care. Staff had received appropriate adult safeguarding training and were aware of their role and responsibilities to protect people from avoidable harm. Risks associated with people’s individual needs had been assessed and plans were in place to mitigate any risks.

Staff underwent appropriate recruitment checks before they commenced their employment. There were sufficient staff employed to meet people’s individual needs. People were supported to receive their medicines safely.

People continued to receive effective care and support. Staff received an appropriate induction, ongoing training and opportunities to discuss and review their work, development and training needs.

The principles of The Mental Capacity Act 2005 had been applied where required. People were supported with any dietary and nutritional needs. People were supported with their health care needs

People continued to receive good care. People had developed positive relationships with staff who understood their needs. Staff were caring and mostly treated people with respect, kindness and dignity. People influenced their care when they were able to do so.

People continued to receive a service that was responsive to their individual needs. Staff had information available to support them to provide an individualised service based on people’s needs, preferences and routines. The provider had a complaints policy and procedure.

The service people received was being monitored. The provider had installed a new phone system to make it easier for people to contact the office.

We carried out an announced inspection of the service on 3 August 2015.

The service provides care and support to people in their own homes. At the time of our inspection the service was providing care and support to 75 people.

The service had two registered managers. 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 and their relatives told us they felt they were cared and supported safely and appropriately. Support workers had a good understanding of the various types of abuse and their roles and responsibilities in reporting any safeguarding concerns.

People’s needs were assessed and planned for when they first started using the service. This information was then developed into a plan of care and other documentation such as risk assessments were completed. This information was reviewed for changes and communicated to support workers.

People and their relatives said support workers were kind and caring and had a good work ethic. Additionally they said that office staff were polite and responsive when they contacted them.

The provider ensured there were sufficient support workers employed and deployed appropriately. There was a system in place that monitored visits by support workers that identified late or missed calls. People received visits from regular support workers. No concerns about visit times being met or the duration of visits were raised. Safe recruitment checks were in place that ensured people were cared for by suitable support workers.

People and their relatives said they found support workers to be competent and knowledgeable. Consent to care and support had been assessed and recorded. People were supported appropriately with their food and fluids. Support was provided with people’s healthcare needs and action was taken when changes occurred.

Support workers were appropriately supported, which consisted of formal and informal meetings to discuss and review their learning and development needs. Support workers additionally received an induction and ongoing training. Support workers were positive about the leadership of the service and were clear about the vision and values of the service.

The provider had checks in place that monitored the quality and safety of the service. The provider had notified us of important events registered providers are required to do.