This inspection took place on 26, 28 and 31 October 2016 and was announced. The registered provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be in to assist us. This was our first inspection of the service.

Assist and Care Ltd is a domiciliary care agency located in south Manchester. It provides personal care to people in their own homes. At the time of our inspection 18 people were receiving personal care from the service.

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 we spoke with said staff at the service made them feel safe and acted professionally at all times. Risks to people using the service were assessed and plans put in place to reduce the chances of them occurring. The service was not responsible for people’s accommodation but did undertake risk assessments of people’s homes to see if any steps were needed to improve their safety.

Accidents and incidents were investigated and monitored to see if any steps were needed to improve people’s safety. Plans were in place to ensure people received a continuity of care in emergency situations that disrupted the operation of the service.

People’s medicines were managed safely. Where staff supported them people told us their medicines were managed safely. Procedures were in place to minimise the risk of abuse occurring. The registered manager monitored staffing levels to ensure enough care staff were employed to support people safely. The registered provider’s recruitment procedures minimised the risk of unsuitable staff being employed.

People and their relatives told us the service provided effective care, and that staff had the skills needed to support them. Staff received mandatory training in a wide range of areas and newly recruited staff completed an induction programme before they could provide unsupervised support to people. Staff were supported through regular supervisions and appraisals.

The service was working within the principles of the Mental Capacity Act 2005. Where people received support their dietary needs and preferences were clearly recorded in their care plans. The service supported people to access community professionals to maintain and improve their health.

People and their relatives spoke positively about the support they received, describing staff as caring and kind. People and their relatives told us staff treated them with dignity and respect, including by giving them choices over the support they received.

People and their relatives told us staff were friendly but professional, and able to communicate with people well. The service kept a written record of compliments and positive feedback received from people, which were shared with staff. Procedures were in place to ensure people’s views on their care were heard through the appointment of advocates.

Care was based on people’s assessed needs and preferences and delivered in a person-centred way. Where a support need was identified a care plan was created setting out how the person wanted to be supported in each area. People and their relatives told us they were involved in planning their care, and that regular reviews took place.

Some people received support with accessing activities as part of their care. Where this was the case this was clearly recorded in their care plans, with details of how they wished to be supported. People and their relatives said they knew how to complain or raise any issues they had with the service.

Staff spoke positively about the culture and values of the service. There was a registered manager in post, who was also the registered p