This announced inspection took place at the provider’s office on 4 April 2017 with phone calls undertaken to people with experience of the service on the 6 and 7 April 2017. This was the first inspection of the service.

Ashton Home Care Limited - Domiciliary Care Agency are registered to deliver personal care. They provide domiciliary care to older people living in their own homes, who may be living with dementia, mental health conditions, a sensory impairment or a physical disability. At the time of our inspection 152 people were receiving personal care from the provider.

The service had 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.

People using the service felt safe and comfortable with the care staff who supported them. Assessments were undertaken to identify any issues that may put people using the service at risk and care staff were aware of these. There were sufficient numbers of care staff employed who had undergone a robust recruitment process before they worked unsupervised with people who used the service. People were supported to take their medicines safely. Care staff had a good understanding of the various types of abuse people may experience and knew how to report any concerns.

Care staff had the skills and knowledge to meet peoples individual needs effectively. New care staff were provided with a comprehensive induction, where they were well supported by senior care staff. Care staff supported people in line with the principles of the Mental Capacity Act 2005. People were supported to eat meals of their choice and to drink sufficient amounts. Care staff supported people to access support from health care professionals.

Care staff demonstrated a real understanding of individual needs and preferences. People were supported to be actively involved in planning their care and their views and preferences were actively sought. People were supported by a core group of care staff who were reliable, consistent and understood their needs and preferences. People's privacy and dignity was respected by care staff. Care staff supported people to maintain their independence and care plans included a summary of people's abilities.

People contributed to an assessment of their needs and received care that met their needs and preferences. Care plans provided care staff with information about people, their needs, lifestyle choices and cultural needs such as the preferred times to receive the support. People felt comfortable to complain and were confident that their concerns would be listened to and acted upon.

People, their families and care staff were supported by a registered manager who was approachable and responsive to any concerns. The registered manager had the knowledge and skills to develop the service and was keen to deliver high quality care. The provider undertook audits to check the quality and safety of the service. The registered manager had a positive professional relationship with those who used the service and their family members, enabling and providing opportunity for them to comment on the service.