This comprehensive inspection took place on 19 and 30 January 2018 and was unannounced on the first day.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing. It provides a service to younger adults and children.

This was Care Mark Rotherham's first inspection since they registered with the Care Quality Commission (CQC) in December 2016.

The service did not have a registered manager in post at the time of our inspection. However, the registered provider has informed us since our inspection that a new manager has been appointed. 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. Staff understood their roles and responsibilities to safeguard people from the risk of harm.

Risks had been assessed for each person and were safely managed. Risk assessments had been carried out in relation to nutrition, skin care, and mobility. Risk assessments relating to each person's home environment had been completed. Where concerns were identified, action had been taken to reduce the risks to people.

People were supported safely with their medicines and told us they were happy with the support they received. Staff completed medication administration record (MAR) sheets after giving people their medicines.

Staffing levels ensured that people's care and support needs were met safely and safe recruitment processes were in place.

People received good healthcare support and were supported to receive a nutritious and balanced diet.

Infection control was adhered to by staff. Staff were provided with personal protective equipment to ensure the risk of cross infection was reduced.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.

Risks were assessed and recorded by staff to protect people. There were systems in place to monitor incidents and accidents. There were arrangements in place for the service to make sure that action was taken and lessons learned when things went wrong, to improve safety across the service.

People had good relationships with the staff, and told us the staff were kind and caring. Staff respected people’s privacy and dignity and promoted their independence.

The service had an open culture which encouraged communication and learning. People, relatives and staff were encouraged to provide feedback about the service and it was used to drive improvement.

There were policies in place that ensured people would be listened to and treated fairly if they complained about the service.

We saw that the registered provider had systems that were effective to monitor and audit the quality and safety of the service and that people who used the service and their relatives were involved in the development of the agency and were able to contribute ideas.

Further information is in the detailed findings below