We carried out this unannounced inspection on the 5 and 12 September 2017. Burleys Home Care Services provides personal care and support to people in their own homes. At the time of this inspection the agency was providing a service to 33 people with a variety of care needs, including people living with physical frailty or memory loss due to the progression of age. The agency is managed from a centrally located office base in Ringwood.

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.

We received positive feedback from people about the service. All people who used the service expressed great satisfaction and spoke highly of the care staff.

People and their families told us they felt safe and secure when receiving care.

Safe recruitment practices were followed and appropriate checks were undertaken, which helped make sure only suitable staff were employed to care for people in their own homes. Staff received training in safeguarding adults. Staff told us they felt supported and received regular supervisions and support. There were sufficient numbers of staff to maintain the schedule of care visits.

People received their medicines safely. There were appropriate arrangements in place for managing medicines. Staff were trained in the handling of medicines. Staff contacted healthcare professionals when required.

People felt they were treated with kindness and said their privacy and dignity was respected. People were supported with their nutritional needs when needed. Staff had an understanding of the Mental Capacity Act (MCA) and understood that people had the right to make their own choices.

Staff were responsive to people’s needs which were detailed in care plans. Care plans provided comprehensive information which helped ensure people received personalised care which met their needs.

People felt listened to and a complaints procedure was in place. Staff felt supported by the management and felt they could visit the office and be listened to. There were systems in place to monitor quality and safety of the service provided.

Staff felt supported by the registered manager and could visit the office to discuss any concerns.