This announced inspection took place on the 7, 8, 9 and 12 December 2016. Acorn Care Services provides a personal care service to people who live in their own homes in the community. At the time of our inspection the service was supporting 25 people.

There was a registered manager in post 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 received care from staff that were kind and friendly, committed to providing the care and support people wanted to enable them to stay in their own homes. Staff had the skills and knowledge to provide the care and support people needed and were supported by a registered manager and care manager who were receptive to ideas and committed to providing a high standard of care.

Staff understood the need to protect people from harm and knew what action they should take if they had any concerns. People told us that they felt cared for safely in their own home. Risks had been assessed and systems were put in place to mitigate any risk.

People had care plans that were personalised to their individual needs and wishes. Records contained detailed information to assist the care staff to provide care and support in an individualised manner that respected each person's individual requirements and promoted treating people with dignity and respect.

Staff understood their role in caring for people with limited or no capacity under the Mental Capacity Act 2005 and ensured that whenever they could people consented to their everyday care needs.

Staffing levels ensured that people received the support they required safely and at the times they needed. The recruitment practice protected people from being cared for by staff that were unsuitable to work in their home.

The registered manager was approachable and continually monitored the quality of the service provided. Staff and people were confident that issues would be addressed and that any concerns they had would be listened to.

We spoke with five people who used the service and one relative. People spoke highly of the service and said that the staff were of tremendous support to them. One person said, "Their standard is of the highest." Another person said, "They're marvellous." A further person commented, "They're so reliable . . . they're like a little family." A relative described the agency and its staff as, "Very professional, empathetic, patient and compassionate." People felt strongly that staff cared about them and provided care that met their needs.

We found that people received care that met their needs. Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare.

We saw that people were cared for, or supported by, suitably qualified, skilled and experienced staff. This was because the provider had robust recruitment and vetting procedures.

People and staff we spoke with told us they had never had cause to raise complaints but were well aware of the procedures in place to do so. There were clear complaints and grievance policies in place which were explained to people. People and staff said they felt comfortable that they could approach the manager if they had any concerns.

We saw that people were protected from the risks of unsafe or inappropriate care and treatment because accurate and appropriate records were maintained.

People told us they had been provided with information about the service before they decided to use Acorn Care Services. We also observed assessment and care planning documents that informed service users about the care and support they received. People said they had access to their plans of care and support and made decisions about the support they received. People were being supported in promoting their independence.

Peoples' needs were assessed and care and support was planned and delivered in line with their agreed plan of care and support. People said the care and support provided by Acorn Care Services met their needs as well as their welfare and safety.

People told us they felt safe using the support and care services provided by staff. We found staff who were able to identify possible types of abuse relevant to the service and had received safeguarding training from the provider.

Staff told us they were well supported, supervised, trained and developed. We were also able to find documentary evidence of this and thorough, safe staff selection and recruitment procedures.

The provider had systems in place to effectively monitor and assess the quality and safety of the service. People told us they were regularly consulted and surveyed about the service, care and support they received. The provider took account of complaints to improve the service, and listened to service users and their representatives.

We telephoned people who use the agency and also some relatives of people who use the service. They were all happy with the service that the agency provides. People told us that that the staff who support them were normally punctual and stayed the correct length of time. They said that staff are friendly and cheerful and always treat them with dignity and respect.

Comments from people included: “I am very satisfied with the help I am given”, “All the staff that I have are very good” and “my carer is very kind and caring, she gets on with the job but is always jolly and happy”.

None of the people we spoke with had made any complaints but they said that they were aware of how to complain and were confident that any complaints would be dealt with appropriately.