This announced inspection took place on 20 March 2018.

First Floor Capital Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. First Floor Capital Ltd provides care to older people and younger adults. At the time of our inspection, two people were using the service.

This is the first inspection of the service since registration with the Care Quality Commission on 31 March 2017.

The service had a registered manager in post who was unavailable on the day of the inspection. 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 were happy with the service. Staff understood their responsibility to safeguard people from abuse. Staff knew how to identify and report any concerns about people’s well-being. The registered manager identified and reviewed risks to people’s safety and health. Staff knew how to provide care in a safe manner that minimised the risk of avoidable harm to people.

People received care and support when needed. Sufficiently skilled and suitably recruited staff delivered people’s care. People obtained support to take their prescribed medicines. Staff followed safe hygiene practices to prevent and control the risk of infection.

People’s care delivery met the requirements of current legislation and evidence based practice. Staff attended training, received supervision and had the support they required to enable them to carry out their roles.

People received the support they required to consent to care and treatment. Staff followed the legal requirements of the Mental Capacity Act 2005 when providing care and support to people.

People were supported to maintain a healthy nutritional intake and to access healthcare services.

Staff understood people’s needs and knew how they wanted their care to be delivered. People enjoyed positive caring relationships with the staff who supported them. Staff were kind and compassionate. They provided people’s care in a dignified and respectful manner. People took part in the planning and making decisions about their care and support.

People underwent an ongoing assessment and review of their care and support needs. Support plans were developed to provide guidance to staff about how to deliver care. Staff delivered people’s care as planned in line with their needs and preferences. People were encouraged to take part in activities and to be independent.

People using the service and their relatives had opportunities to share their views about the service. The registered manager used the feedback to develop the service. People knew how to make a complaint about unsafe work practices in their care delivery.

Staff spoke positively about the registered manager and the support they received to undertake their roles. Appropriate checks and audits resulted in improvements to the service and care delivery. Other agencies were involved in the developing of staff’s practice and care delivery.