The inspection took place on the 21 August 2017. This visit was announced, which meant the registered manager and care workers knew that we were coming. We did this, as the service is a domiciliary care agency and we wanted to ensure that appropriate staff were available to talk with us, and that people and their relatives, who were using the service, were made aware that we may contact them to obtain their views.

Chailey Heritage Pathways is a domiciliary care agency providing inclusion support to six people living in their own homes, all of whom received support with their personal care needs, the service's regulated activity. The service provides tailored support packages to children and younger adults with profound learning and physical disabilities in East Sussex.

The service had 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.

A robust quality assurance framework was not yet in place. Systems to monitor the administration of medicines and call calls were not consistently robust and not all shortfalls had been identified. People’s care plans did not match the care plans held in their own homes which meant the provider was unable to monitor compliance with specific protocols such as epilepsy protocols. This is an area of practice in need of improvement.

People were supported by care workers who were highly motivated, kind, compassionate and caring and enjoyed their work. Care workers were adept at maintaining the dignity of people they supported with personal care and accessing other professionals when necessary.

People and their relatives received a service which was responsive to their individual needs and was flexible. Management asked relatives how they could support them and packages of care were implemented which ranged from taking people out to supporting with accessing healthcare appointments. Relatives confirmed they could be flexible with how care was delivered and advised that during school holidays they could easily increase the package of care. Relatives we spoke with felt able to complain although they had not had cause to. The service had a complaints procedure in place but had not received any complaints. They had received compliments and letters of thanks.

The registered manager promoted a positive culture that was open, inclusive and empowering. Staff felt supported by the registered manager and were able to give their views on the service as well as suggest any improvements.

Relatives told us care workers were respectful and treated people with dignity, kindness and respect. They told us care staff went above and beyond to ensure they were happy and well. People's privacy was maintained. Care workers had a firm understanding of respecting people within their own home and providing them with choice and control. Relatives praised the service and the calibre of care workers. One relative told us, “They are all amazing, they are professional and only have to be told once how to do something, they clearly have very good training."

People were protected from abuse because the provider had systems in place to ensure checks of new staffs characters and suitability to work with adults and children at risk were carried out. Staff had also received training in child and adult safeguarding. Care workers understood the principles of consent and training records confirmed care workers had received training on the Mental Capacity Act 2005 (MCA) and consent.

Care workers were very experienced and effective in their roles and this was confirmed by relatives. The provider had an induction programme available which was based on the Care Certificate and offered a range of relevant training which staff found u