We carried out an announced inspection on 5 February 2016. The service provides care and support to people in their own homes. At the time of the inspection, 19 people were being supported by the service, some of whom were living with chronic health conditions, physical disabilities and dementia.

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 risk assessments in place that gave guidance to staff on how risks to people could be minimised. There were systems in place to safeguard people from risk of possible harm. When required, suitable equipment was in place so that people were supported safely.

The provider had effective recruitment processes in place and there was sufficient numbers of staff to support people safely. Staff had received regular supervision and had been effectively trained to meet people’s individual needs.

Staff understood their roles and responsibilities to seek people’s consent prior to care and support being provided. Where people did not have capacity to make decisions and consent to their care, this was provided in line with the requirements of the Mental Capacity Act 2005 (MCA).

People were supported by caring, friendly and respectful staff. It was apparent that staff did whatever they could to ensure that people lived happy and fulfilled lives.

People’s needs had been assessed, and care plans took account of their individual needs, preferences, and choices. They were supported to access other health and social care services when required.

The provider had a formal process for handling complaints and concerns. They encouraged feedback from people and acted on the comments received to continuously improve the quality of the service.

The provider had effective quality monitoring processes in place and these had been used effectively to drive continuous improvements. People consistently described the service as ‘excellent’. They had no concerns about how care was provided and how the service was managed. There was good communication between the manager and staff, and this meant that they were able to deal quickly with any issues that arose.