This inspection took place on 14 March and 13 April 2017 and was announced. The service was registered in October 2015 to provide personal care to people living in their own homes. The service only started to provide personal care for people in July 2016. At the time of the inspection four people were using the service.

The registered provider was also the registered manager of 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.

Staff understood the importance of protecting people from abuse and avoidable harm. They were aware of the actions they needed to take to report any concerns about people’s safety or well-being.

The recruitment systems ensured that only suitable staff were employed at the service. Staffing levels ensured that people received the support they required safely and at the times they needed.

People using the service required minimal support from staff in taking their medicines, although the staff were aware of the importance of ensuring people received their medicines as prescribed.

Staff had received training to equip them with the necessary skills and knowledge to provide specific care to meet individual needs. The provider was in the process of arranging refresher training for staff to fully meet mandatory training requirements.

Staff received day to day supervision and support. Plans were in place to introduce formal staff supervision and appraisal systems to ensure staff had regular opportunities to discuss their learning and professional development needs.

The provider and staff were aware of the Mental Capacity Act 2005 and the importance of seeking people’s consent.

People were supported to eat a healthy diet and to have access to health services in the community to improve their health and well-being. The staff followed the advice of healthcare professionals in meeting people’s needs.

Staff were friendly, caring and compassionate in their approach to supporting people using the service.

People’s needs were assessed prior to taking up the service and the care plans reflected people’s needs and preferences in relation to the care provided. Risk assessments were carried out to identify and minimise risks to keep them safe.

Systems to receive and respond to complaints were in place. People were confident that any complaints they had would be listened to, addressed in a timely manner and appropriately acted upon.

The registered manager was approachable and supportive. Formal and informal systems were in place to regularly seek feedback from people using the service to monitor the quality of the care provided.