This inspection took place over 29, 30 and 31 March 2017 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we wanted to visit the office, talk to staff and review records. Phone calls to people were completed on 29 March 2017 and we visited the premises and spoke with staff on 30 and 31 March 2017.

The service provides personal care and support to people who live in their homes in and around the Derby area. At the time of this inspection 33 people received support from the agency, all of whom received support with their personal care needs.

The service is required to have a registered manager. 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 felt safe with the support they received from the service. Staff had been trained and understood their responsibilities for safeguarding people.

All the required pre-employment checks had been completed on staff employed at the service. There were sufficient staff deployed to meet people’s needs.

Medicines were managed and administered in line with the provider’s policies and procedures. Risk assessment processes were in place to identify, and where possible, reduce risks. Accidents and incidents were reported and managed in line with the provider’s procedures.

The provider had a policy and procedure in place on the Mental Capacity Act 2005 to follow, should a person not have the capacity to consent to their care. Staff sought people’s consent before they provided care.

Staff had maintained up to date skills and knowledge in areas relevant to people’s care and support, including safeguarding people and assisting people to mobilise safely. Training for more specific areas of care was also in place to support staff competence in these areas.

Staff understood how to support people with their nutrition and hydration needs. Staff provided care and support to help people with their meals and drink in a way that met their known preferences.

Staff felt supported by the registered manager and had regular contact with them.

Staff were aware of people’s healthcare needs and supported people to access other healthcare provision when required.

People were cared for by staff who were caring and considerate. Staff knew the people they supported and where possible, provided regular support to people. Staff promoted people’s dignity and privacy. People were involved in planning and reviewing their care and support.

People knew how to raise any worries or concerns. People received personalised and responsive care and their views and preferences, including their cultural preferences were respected.

The registered manager promoted an open culture where opportunities to develop the service were taken. The registered manager was known by people, their family members and staff; people consistently reported the registered manager was approachable.

Systems and processes to check on the quality and safety of services were operated effectively.