This inspection took place on 26 September 2018 and was announced. It was the first inspection of Capital Healthcare Management Services.

This service is a domiciliary care agency. It currently provides personal care to six people living in their own houses and flats in the community. It provides a service to older adults and people living with physical disabilities. Some people were living with dementia.

Not everyone using Capital Healthcare Services Management Limited receives 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. 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.

There were enough staff to keep people safe. People told us and records confirmed that staff were on time and there had been no missed calls to people. Staff were recruited safely. Staff had received the training they needed to provide effective support. They received regular supervision and the registered manager carried out regular spot checks to ensure staff were doing as required when in people’s homes.

Staff knew how to protect people from the risk of abuse. There had been no safeguarding concerns since the service had been operational, but there were policies and procedures in place and the registered manager understood their responsibilities to report any concerns which arose.

Risks relating to people’s care and support, such as mobility or dehydration had been assessed and there was guidance in place for staff regarding how to reduce these risks. There had been one incident relating to people’s care needs, which the registered manager had dealt with appropriately. Staff were aware of how to reduce the chances of this incident occurring again. If there were any other accidents or incidents the registered manager told us they would analyse them to look for trends and patterns. People were protected from the spread of infection. Medicines were managed safely.

People’s needs were assessed before they started using the service. There were accurate care plans in place which gave staff guidance regarding how to support people. People’s cultural and spiritual needs were recorded, and staff respected these. Staff had received training in equality and diversity and told us they would challenge discrimination in any form.

People received the support they needed to eat and drink safely. If people were unwell staff encouraged them or their relative to contact a healthcare professional if needed. Staff worked with other professionals such as district nurses to ensure people received the support they required. No one was currently receiving end of life care, but the registered manager told us they would seek support if needed.

People told us that staff were kind and caring and knew them well. People had been involved in planning their care and support. Staff treated people with dignity and they respected people’s privacy when they were providing personal care. People were encouraged to be as independent as possible.

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 had an understanding regarding the Mental Capacity Act (2005) and told us they always asked for people’s consent before offering support.

There had been no complaints in the past year, but people told us they knew how to complain if needed. The registered manager sought people’s views at regular review meetings, and feedback abo