This inspection took place on 28 and 30 August 2018 and was announced . This was the first inspection of the service since its registration with the Care Quality Commission on 11 September 2017.

Authentic Kare Milton Keynes is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults. At the time of our inspection, 21 people were using the service, all of which were receiving personal care.

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 told us they felt safe, and staff understood abuse and the safeguarding procedures they should follow to report abuse. People had risk assessments in place to cover any risks related to their care needs. All the staff we spoke with were confident that any concerns they raised would be followed up appropriately by their manager.

Staffing levels were adequate to meet people's current needs. People told us that staff mostly arrived on time, and calls were not missed.

The provider’s staff recruitment procedures reduced the risks of employing staff unsuitable to work in care. References and security checks were carried out as required.

Staff attended induction training where they completed mandatory training courses and were able to shadow more experienced staff giving care . All new staff undertook the Care Certificate which teaches the fundamental standards within care. Ongoing training was offered to staff and was kept up to date.

Staff supported people with the administration of medicines, and were trained to do so. The people we spoke with were happy with the support they received.

Staff were trained in infection control, and told us they had the appropriate personal protective equipment to perform their roles safely. Staff reported any concerns they had around infection control within people’s homes to management, who had then acted appropriately.

Staff were well supported by the manager and senior team, and had one to one meetings, unannounced checks and observations by senior staff to support them ensure they worked effectively and safely.

People's consent was gained before any care was provided and the requirements of the Mental Capacity Act 2005 were met.

People chose the food and drink they wanted and staff supported people with this. People were supported to access health appointments when necessary.

Staff treated people with kindness, dignity and respect and spent time getting to know them and their specific needs and wishes. People told us they were happy with the way that staff spoke to them, and provided their care in a respectful and dignified manner.

People were involved in their own care planning and contributed to the way in which they were supported. Care planning was personalised and mentioned people’s likes and dislikes, so that staff understood their needs fully. People told us they felt in control of their care and were listened to by staff.

The service had a complaints procedure in place to ensure that people and their families were able to provide feedback about their care and to help the service make improvements where required. The people we spoke with knew how to use it.

Quality monitoring systems and processes were used effectively to support future improvement and identify where action was needed.

The service worked in partnership with other agencies to ensure quality of care. Communication by staff was open and honest, and improvements were highlighted and worked upon as required.