We inspected Age Concern Tower Hamlets on 8 March 2017. This was an announced inspection. We informed the provider 48 hours in advance of our visit that we would be inspecting. This was to ensure there was somebody at the location to facilitate our inspection. Age Concern Tower Hamlets provides care and support to people in their own homes. At the time of our inspection, the service was caring for six people, and over 100 people were receiving care that was not a regulated activity. This was the first inspection for the service.

There was a registered manager at the service. 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 service was safe and people who used the service were protected from harm. Staff were knowledgeable about safeguarding and what to do if they had any concerns and how to report them. Safeguarding training was given to all staff, including the CEO and as part of the training there was a competency test.

Risk assessments were thorough and personalised to individual needs and risks. Staff knew what to do in an emergency situation.

Staffing levels were meeting the needs of the people who used the service and staff demonstrated that they had the relevant knowledge to support people with their care. Staff were given mobile phones with an application installed to record their attendance at people's home which contained personalised information they needed to support people. People who used the service and their relatives told us their care workers had enough time to carry out all tasks and care workers told us they had sufficient time between calls.

Recruitment practices were safe and records confirmed this.

Medicines were managed and administered safely and audited on a regular basis.

The service was exceptionally well led. The registered manager for the service had a good relationship with staff and the people using the service and their relatives. There was open communications between all parties and care workers told us they felt supported.

The registered manager was passionate about dementia care and caring for older people. They were involved in working in partnership with other organisations and also in the development of extra services they could provide to people who used the service and in the community.

The service had quality assurance methods in place such as spot checks and an annual survey.

Newly recruited care staff received an induction and shadowed senior members of staff. Training for care staff was provided on a regular basis and updated when relevant. Care workers told us the quality of training was good.

Care staff demonstrated an understanding of the Mental Capacity Act (2005) and how they obtained consent on a daily basis. Consent was recorded in people’s care plans.

People were supported with maintaining a balanced diet and the people who used the service chose their meals and expressed their preferences accordingly.

People were supported to have access to healthcare services and receive on-going support. Care workers told us they accompanied people to healthcare appointments when necessary.

Positive relationships were formed between care workers and the people who used the service and care staff demonstrated how well they knew the people they cared for. People who used the service and their relatives told us that care workers were caring.

The service supported people to express their views and be actively involved in making decisions about their care.

The service promoted the independence of the people who used the service.

Care plans were detailed and contained relevant information about people who used the service and their needs such as their preferences and life his