This was an announced inspection which took place on 06 April 2018.

Audley Care - Inglewood is a domiciliary care agency. It provides care to people living in their own homes in a purpose built village setting and in the community. Not everyone using the service receives a regulated activity. Approximately 97 people receive a regulated activity. The Care Quality Commission (CQC) only inspects the service being received by people provided with personal care, help with tasks related to personal hygiene and eating. The agency provides a service to older adults.

At the last inspection, on 14 June 2016, the service was rated as good in all domains and therefore overall good. At this inspection we found the service was still rated as overall good but the responsive domain had improved to outstanding.

The service did not have a registered manager running the service. However, the current manager had applied to be registered by the CQC and the application was being processed. 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, staff and visitors remained as safe as possible whilst in the office or being provided by a service. Staff had been trained in safeguarding vulnerable adults and health and safety policies and procedures. Staff knew what action to take if they identified any safety concerns during the course of their work. General risks and risks to individuals were identified and action continued to be taken to reduce them, as far as possible.

Medicine was administered as safely as possible. Care staff followed the medication procedure, completed medicine care plans and recorded medicine administration. People benefitted from being provided with adequate and skilled staff. The service did not accept a package of care unless they were able to provide staffing to meet the individual’s needs safely. The service followed a recruitment process which ensured staff were recruited safely.

Staff continued to be well trained and well supported to make sure they could meet people’s varied needs. Care staff met people’s needs effectively and as described in plans of care. The service worked closely with health and other professionals to ensure they were able to meet people’s needs, in the best way possible.

People were supported to have maximum choice and control of their lives and care staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice.

People continued to be supported by a committed and enthusiastic staff team who delivered care with kindness, respect and understanding. They built caring relationships with people and were able to meet their needs sensitively. The service and care staff were aware of people’s equality and diversity needs and endeavoured to meet them.

The service was exceptionally person centred, flexible and responsive to people’s individual’s needs. It adapted and changed care packages in response to people’s choices and specific needs. People’s needs were regularly reviewed to ensure the care provided was up-to-date. Care plans included information to ensure people’s communication needs were understood.

The manager and the management team ensured the service was very well-led. The manager, management team and office staff were described by staff as exceptionally supportive, open and approachable. The manager and the staff team were committed to ensuring there was no discrimination relating to staff or people in the service. The quality of care the service provided was continually assessed, reviewed and improved.

This inspection took place on 14 June 2016 and was announced.

Audley Care-Inglewood is a domiciliary care service which offers support to people in their own homes. Some people live in the Inglewood retirement village, but the majority of people live in the community. Currently, six people are supported in their homes in the village. Approximately 92 people who live in the community in the areas of Berkshire and Wiltshire are offered services. The agency, additionally, offer a variety of services to people which do not require registration with the Care Quality Commission (CQC).

The service is required to have a registered manager. A registered manager is a person who has registered with the CQC 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 has not had a registered manager running the service since July 2015.

People were kept safe by staff who understood how to protect them. Staff had received the appropriate training so they knew how to recognise and deal with any form of abuse. Staff had been safely recruited and were suitable to provide people with care. People were supported to take their medicines safely, if required. Any significant risks were identified and managed to keep people and staff as safe as possible.

People’s rights were protected by staff who understood the Mental Capacity Act (2005). The Mental Capacity Act 2005 legislation provides a legal framework that sets out how to act to support people who do not have capacity to make a specific decision. Care staff understood the importance, to people, of consent and making decisions for themselves. People’s capacity to make decisions was recorded, if appropriate and necessary, and relevant paperwork was included in care plans.

People were treated with respect and dignity at all times. Staff understood person centred care and made sure they provided people with care that met their individual needs, preferences and choices. People’s diversity was understood and people’s care reflected any special needs they may have.

The service was well-led by a manager and management team who were well thought of. They were described as open, approachable and supportive by staff. The service monitored and assessed the quality of care they offered. Any shortfalls or improvements needed were identified and acted upon.

We found a service where people’s views and experiences were taken into account when planning their care and support. One person told us “I can say what I want”. Care plans were based on a detailed assessment and reflected the person’s wishes. It was evident that care was planned and delivered in a way that ensured people’s safety and welfare. One person told us “I am very happy with everything; they will do anything for me”. People’s care plans were comprehensive and were updated to reflect any changes.

The provider made suitable arrangements to protect people from the risk of abuse. Staff told us they would report any concerns to the manager and that they had all received safeguarding training. People we spoke with told us they knew how to make a complaint but had never needed to.

There was evidence of people who used the service being supported by, suitably qualified, skilled and experienced staff. Staff recruitment followed the process as set by the provider.

People were asked for their views about the service. The provider arranged an annual customer survey and people had an annual review of their care needs. The people we spoke with told us they were happy with the service they received.