We inspected this service on 24 May and 5 June 2017 and this was the first inspection of this service. This was an announced inspection and we telephoned the provider four days’ before our inspection to ensure we had an opportunity to speak with people who used the service and staff. The service was registered to provide personal care for people. Two people were supported by the provider in their own home. Other people received a support with activities that was not associated with personal care and therefore was not regulated by us.

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 chose how to spend their time and staff sought people’s consent before they provided care and support. Where other people were able to make decisions on people’s behalf, the registered manager obtained necessary information so they had the legal authority to make decisions that were in their best interests.

The staff knew how to reduce avoidable risk to prevent harm and understood how to recognise and report any abuse. People were supported by staff when out and could take responsible risks so they could do the things they enjoyed. People had opportunities to develop their independence and develop and maintain relationships with people who were important to them. Staffing levels were sufficient and flexible to support people to do the activities they wanted to do. Checks were carried out prior to staff starting work to ensure their suitability to work with people who used the service.

Where people needed support to take their medicines, systems were in place to ensure they received them when needed. People accessed health care where needed and when they were unwell or had concerns. Staff knew people well and were trained and competent to meet people’s needs. The staff were kind and caring in their approach and people’s privacy and dignity were respected. Staff had access to training to improve their knowledge of care and enhance their skills.

People were involved in the planning and review of their care and support and family members continued to play an important role. Staff gained information about what was important to people so that they could provide care which met their preferences. Where people had any concerns they were able to make a complaint and this was responded to.

Systems were in place to assess and monitor the quality of the service. People and staff were encouraged to raise any views about the service, to review how improvements could be made. The manager promoted an open culture which put people at the heart of the service.