This announced inspection took place on 2 and 4 January 2019. Call4Care Services Limited was first registered with the Care Quality Commission (CQC) on 5 January 2018; this was the first comprehensive inspection of the service.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to adults. At the time of inspection, one person was receiving twenty-four-hour personal care support in their own home.

Not everyone using Call4Care Services may receive 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.

There was a registered manager in post, they were also the provider. 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 supported in a safe way. Staff understood the signs of abuse and the procedures they should follow to report abuse. All the staff we spoke with were confident that any concerns they raised would be followed up appropriately by the registered manager. People had risk assessments in place to cover any risks that were present within their lives, but also enabled them to be as independent as possible.

Staff recruitment procedures ensured that appropriate pre-employment checks were carried out to ensure only suitable staff worked at the service. References and security checks were carried out as required. Staffing levels were planned individually for each person, which ensured continuity of care. Staffing rotas showed that staffing was consistent.

There were safe systems in place for the administration of medicines and people received their medicines as prescribed. Staff supported people in a way which prevented the spread of infection. Staff used the appropriate personal protective equipment to perform their roles safely.

Staff attended induction training where they completed a basic level of mandatory training. We have made a recommendation about training provision.

Staff were well supported by the registered manager, and had regular one to one supervisions.

Where needed staff supported people to have access to suitable food and drink. Staff supported people with health appointments when necessary. Health professionals were involved with people's care as and when required.

People were involved in planning their own care as much as possible, and were able to contribute to the way in which they were supported. Care planning was personalised and considered people's likes and dislikes, so that staff understood their needs fully. People were in control of their care and listened to by staff.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff treated people with kindness, dignity and respect and spent time getting to know them and their specific needs and wishes. People’s care was provided in a respectful and dignified manner.

The service had a complaints procedure in place. This ensured people and their relatives were able to provide feedback about their care to help the service make improvements where required.

Quality monitoring systems and processes were in place and audits were taking place within the service to identify where improvements could be made.

The service worked in partnership with other agencies to ensure people received the care they required. Communication was open and honest, and improvements were highlighted and worked upon as required.