We inspected Care Compassion and Conversation on 11 April 2017. Care Compassion and Conversation is a service which provides care and support to people who live in their own homes. At the time of our visit 17 people received personal care. The agency additionally supported a number of people with other services such as a companionship visit or housekeeping.

There were two registered managers 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 felt safe in their home when staff were with them. Staff knew how to keep people safe. Risks to people’s well-being had been identified and reflected the steps staff needed to follow to manage these risks safely. People who were supported with their medicines had them administered when needed and as prescribed. People were assisted to meet their nutritional needs and access health services when required.

People were cared for by sufficient staff to keep them safe and provide continuity of care. Provider followed safe recruitment practices. Staff were knowledgeable and confident about their roles and responsibilities. Staff were well supported and motivated by their senior colleagues.

People were able to develop caring relationships with staff. People’s dignity and privacy were respected. People’s independence was promoted so people could live their life as they wanted. People’s views were respected and people told us they could make their own choices.

The Care Quality Commission (CQC) is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS) and report on what we find. 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.

People knew how to raise any issues, however they told us they had never needed to make a complaint so far. Information how to complain was provided to people who used the service should they wish to raise a complaint. The registered managers ensured peoples’ and relatives’ views were sought and appropriate action taken when required. People were assessed prior to the commencement of the service and had up to date and detailed care plans. People told us they received as needed that met their needs.

People, relatives, external professional and staff felt the management team were approachable and led the service well. The provider ensured regular monitoring systems were in place to monitor the quality of the care that people received and appropriate action taken where required.