We carried out an announced inspection of Adore Home Care Limited on 26 and 27 November 2018.

This service is a domiciliary care agency. It provides personal care to people living in their own houses. At the time of the inspection, 21 people were receiving a service from the agency with a range of health and social care needs. Support was tailored according to people's assessed needs within the context of people's individual preferences and lifestyles to help people to live and maintain independent lives and remain in their homes.

At the last inspection, in June 2016 the service was rated overall as ‘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 ongoing 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.

People felt safe with the care provided and with the staff who supported them. Risk assessments were undertaken to help people to live safely. The process for staff recruitment was well managed and appropriate checks were carried out to help ensure only suitable staff were employed to work at the service. There were enough staff to meet people's needs and the provider made sure they had the resources and capacity to deliver the support people required. People received their medicines when they needed them from staff who had been trained and had their competency checked.

People were supported by regular staff who were appropriately trained and supervised in their roles. Management monitored and observed staff practice to ensure people received their agreed care and support. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. An assessment was carried out to assess people’s needs and preferences prior to them receiving a service. This meant that care outcomes were planned and staff understood what support each person required. People were supported with their healthcare and nutritional needs as appropriate.

Staff were caring and attentive, and knew the people they cared for. People felt that care staff respected their privacy and dignity and helped them to remain as independent as they could. People had access to a complaints procedure and knew how they could raise any concerns.

Quality assurance and information governance systems remained in place to monitor the quality and safety of the service. People and relatives spoken with, told us that they were satisfied with the service provided and the way it was managed.

We undertook an inspection on 9 and 10 June 2016 of Adore Home Care Limited. We gave the service 48 hours’ notice of our intention to carry out the inspection. This is because it is a community based service and we needed to make sure the registered manager was available.

The service is registered to provide personal care to people living in their own homes. The agency’s office is located near to Nelson town centre. At the time of the inspection 13 people were using the service.

The service was managed by 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.

This was the first inspection of the service following a change in location. During the inspection, we found the service was meeting the current regulations.

People told us they were very happy with the service and described all the staff as caring. They said they felt safe and secure using the service. Potential risks to people’s health and well-being were assessed and managed effectively. Staff showed awareness of how to keep people safe and understood the policies and procedures used to safeguard people. There were appropriate records and safeguards in place to assist people with their medicines.

Staff arrived on time and stayed for the full time allocated to them. There was a sufficient number of staff to cover all the visits and people received care from a consistent group of staff. Appropriate recruitment practices were followed and relevant checks were undertaken, which helped to ensure only suitable staff were employed to care for people. Staff told us they felt supported and received regular supervision and support from the registered manager. Staff had been provided with appropriate training to help them carry out their role.

All staff spoken with had an awareness of the Mental Capacity Act 2005 and had completed appropriate training. People had signed a consent form to indicate their agreement for care to be provided in line with their care plan.

People received safe care and support which reflected their individual preferences, likes and dislikes and promoted their independence. People were involved in the planning and monitoring of their care. People were treated with kindness, sensitivity and care. Staff were respectful of people’s privacy and maintained their dignity People were fully involved in making decisions about their care. People were supported to eat and drink in accordance with their care plan.

We saw a complaints procedure was in place and this provided information on the action to take if a person wished to raise any concerns.

People using the service and staff spoken with had confidence in the registered manager and felt the agency was well managed. There was a quality monitoring system in place. The registered manager undertook regular audits and spot checks were carried out to observe how the staff delivered care to people. People were asked for their views and feedback was acted upon to maintain or improve the service provided.