We undertook an announced inspection of C3 Care Ltd domiciliary care agency (DCA) on 20 August 2015. We told the provider two days before our visit that we would be coming. C3 Care Ltd provides personal care services to people in their own homes. The service had registered with the Care Quality Commission (CQC) in June 2015. At the time of our inspection four people were using the service.

There was 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.

People told us they benefitted from caring relationships with the staff. One person said “They are very good, and friendly. I usually see the same carers so we are getting to know each other well”. There were sufficient staff to meet people’s needs and people received their care when they expected.

People were safe. Staff had received regular training to make sure they stayed up to date with recognising and reporting concerns. The registered manager had systems in place to notify the appropriate authorities where concerns relating to suspected abuse were identified.

Where risks to people had been identified risk assessments were in place and action had been taken to reduce the risks. Staff were aware of people’s needs and followed guidance to keep them safe.

Staff had a good understanding of the Mental Capacity Act (MCA) and applied its principles in their work. The MCA protects the right of people who may not be able to make particular decisions themselves. The registered manager was knowledgeable about the MCA and how to ensure the rights of people who lacked capacity were protected.

People told us the service responded to their needs and wishes. They were involved in the planning of their care and where people expressed preferences these were respected. 

People told us they were confident they would be listened to and action would be taken. The service had systems to assess the quality of the service. Learning was identified and action taken to make improvements which improved people’s safety and quality of life. Systems were in place that ensured people were protected against the risks of unsafe or inappropriate care.

Staff spoke positively about the support they received from the registered manager and management team. Staff supervision records were up to date and annual appraisals had been scheduled. Staff told us the registered manager was approachable and there was a good level of communication within the service.

Staff shared the registered manager’s vision for the service and spoke about it with passion and commitment.

People knew the registered manager and told us they were friendly, approachable and supportive. One person said “I know the manager. She comes round periodically, we get on quite well”.