This inspection took place on 26 February 2018. We gave the provider 2 days’ notice of the inspection as we needed to make sure the manager would be available. This was our first inspection of the service at this location.

This service is a domiciliary care agency. It provides personal care to people living in their own homes in the community. It provides a service mainly to older adults. Not everyone using Avante Home Care and Support Services receives the regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of the inspection the provider was providing personal care to approximately 165 people.

The service had a registered manager in post. 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.

Most of the people we spoke with told us staff turned up on time to deliver care however some people said staff were occasionally late. We saw that the provider had recently developed new systems for monitoring late calls and at the time of the inspection was taking action to reduce the likelihood of late calls occurring.

The service had safeguarding and whistle-blowing procedures in place and staff had a clear understanding of these procedures. Appropriate recruitment checks took place before staff started work. There was enough staff available to meet people’s care and support needs. Risks to people had been assessed and reviewed regularly to ensure their needs were safely met. Staff had received training in infection control and food hygiene and they were aware of the steps to take to reduce the risk of the spread of infections. Medicines were managed appropriately and people were receiving their medicines as prescribed by health care professionals.

Assessments of people’s care and support needs were carried out before they started using the service. People’s care files included assessments relating to their dietary support needs. Staff completed an induction when they started work and received training relevant to people’s needs. The registered manager and staff had a good understanding of the Mental Capacity Act 2005 and acted according to this legislation. People had access to health care professionals when they needed them.

Staff treated people in a caring, respectful and dignified manner. People had been consulted about their care and support needs. People were provided with appropriate information about the service. This ensured they were aware of the standard of care they should expect. People could communicate their needs effectively and could understand information in the current written format provided to them however information was available in different formats when it was required.

People received personalised care that met their needs. People were involved in planning for their care needs. They knew about the provider’s complaints procedure and said they were confident their complaints would be listened to and acted on. Staff said they would support people according to their diverse needs. There were systems in place to provide people with end of life care and support if and when it was required.

The provider recognised the importance of monitoring the quality of the service provided. They took people’s views into account through telephone monitoring calls and satisfaction surveys. They carried out spot checks to make sure people were being supported in line with their care plans. Staff said they enjoyed working at the service and they received good support from the registered manager and office staff. There was an out of hours on call syst