All About You Care Services Limited was inspected on the 30 May 2018 and the 04 June 2018. The first day of the inspection was unannounced. The second day was announced.

This service is a domiciliary care agency. It provides personal care to people with a range of needs including older people and people with physical and learning disabilities. In addition, this service provides care and support to people living in a supported living setting so that they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen.

The agency is based on the Industrial Estate at Poulton-Le-Fylde. At the time of our inspection visit All About You Care Services Limited provided care and support to 189 people. Not everyone using All About You Care Services Limited receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

It is a statutory requirement that registered providers of health and social care services display their performance assessment from the last Care Quality Commission inspection report. At the last inspection in August 2016 we rated the service as good. We found the rating from the inspection carried out in August 2016 was not displayed on the registered provider’s website or in the office of the agency. This was a breach of Regulation 20A of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (Requirement as to display of performance assessments.) You can see the action we told the provider to take in the full version of the report. Prior to the inspection concluding we saw the rating was displayed as required.

At our last inspection in August 2016 the service was rated as good. At this inspection in May and June 2018, we found some records required further information to support staff to deliver care. We have made a recommendation regarding this.

We found quality audits were carried out to identify if improvements were required and people were asked their views on the service provided.

We found medicines were managed safely and people told us they were happy with the way their medicines were managed. We noted an error on the paperwork within the supported living service, and the temperature of the room where medicines were stored was not monitored. Prior to the inspection concluding, we were informed this had been rectified.

The registered provider completed a series of checks and investigations to identify where improvements were required in the quality of the service provided. Staff told us they were informed of the outcomes of these and told us they were proud to work for All About You Care Service Limited. They told us, We’re a professional team. We know our jobs and do them to a good standard.” Also, “I like working for an agency that wants to do the right thing by service users.”

Staff we spoke with knew the needs and wishes of people they supported. Staff spoke fondly of the people they supported and said they wanted to enable people to live independently in their own homes.

People told us they felt respected and valued and they considered staff to be patient and caring. People told us staff were kind. One person told us, “The kindness they show me is simply amazing.” Relatives we spoke with also commented on the caring nature of staff. One relatives said, ““They sit on the edge of the bed and talk to

This inspection visit took place on 02 and 03 August 2016 and was announced.

This was the services first inspection since its re- registration with the Care Quality Commission (CQC). This was because the service had moved premises.

All About You Care Services Limited is a domiciliary care agency, providing personal care to people in their own homes. The service provides support to people living in the general community and to people living in a supported living service. People in the supported living service receive care which aims to promote their independence. The agency is based on Poulton Industrial Estate and provides support to people with a range of needs including older people and people with physical and learning disabilities. At the time of our inspection visit All About You Care Services Limited provided services to 190 people.

There was a registered manager in place. 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.

Staff knew the people they supported and provided a personalised service. Care plans were in place detailing how people wished their care to be delivered. People told us they had been involved in making decisions about their care.

People supported by the service in the community told us staff who visited them were polite, reliable and professional in their approach to their work. Comments received included, “My carers are the best you could wish for. It really is all about you with them. My youngest carer is an angel.” And, “The girls who visit me are good time keepers and are kind and caring.”

People we spoke with told us they felt safe. They told us they received patient and safe care and they liked the staff who supported them. They said staff were respectful, friendly and conscientious. One person said, “I would not swap my carers for anyone. I cannot speak highly enough about the service I receive.”

The registered manager had systems in place to record safeguarding concerns, accidents and incidents and take necessary action as required. Staff had received safeguarding training and understood their responsibilities to report unsafe care or abusive practices.

The registered manager understood the requirements of the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS). This meant they were working within the law to support people who may lack capacity to make their own decisions.

Risk assessments had been developed to minimise the potential risk of harm to people during the delivery of their care. These had been kept under review and were relevant to the care being provided.

Care plans were in place detailing how people wished to be supported. People who received support or where appropriate their relatives were involved in decisions and consented to their care.

The registered manager had systems in place to record safeguarding concerns, accidents and incidents and take necessary action as required. Staff had received safeguarding training and understood their responsibilities to report unsafe care or abusive practices.

The registered manager understood the requirements of the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS). This meant they were working within the law to support people who may lack capacity to make their own decisions.

We found recruitment procedures were safe with appropriate checks undertaken before new staff members commenced their employment. Staff spoken with told us their recruitment had been thorough and professional.

Newly appointed staff received induction training completed at the services office base over a three day period. This was followed by shadowing experienced colleagues until they felt safe to support