Clayfields Business Centre is the name of the location. The provider is Embrace Care Limited. This service is a domiciliary care agency. It provides personal care to people living in their own homes in the community. Personal care means help with tasks related to personal hygiene and eating. The service is co-ordinated from the main office which is situated in Balby near Doncaster. At the time of this inspection 20 people were receiving a regulated activity.

This comprehensive inspection took place on 4 September 2018. We gave the service 48 hours’ notice of the inspection visit because the location provides services in people’s home and we needed to be sure that someone would be at the office.

At the last inspection in August 2016 the service was rated requires improvement. You can read the report from our last inspections, by selecting the 'all reports' link for ‘Clayfields Business Centre’ on our website at www.cqc.org.uk.

Following the last inspection, we asked the provider to complete an action plan to show what they would do and by when to improve the key questions effective and well led to at least good. At this inspection we found that evidence continued to support the rating of requires improvement.

At the last inspection the provider did not have an effective system in place to monitor the quality of service delivery, staff performance and feedback from people who used the service. At this inspection we saw improvements had been made, as the provider sought people’s views and used this to improve the service. However, we found shortfalls in the records relating to the support people received with their medicines. Although the provider’s audit system had been improved, it was evident that it needed further improvement, as these shortfalls had not been identified by the system in place.

There was also room to improve the care plans and written guidance for staff, as care plans we saw at the office did not provide sufficient detailed guidance for staff on areas such as catheter care or the use of hoists and slings.

At the last inspection staff were not always receiving appropriate support, training, and supervision necessary to carry out their roles. Staff induction was basic and required embedding into practice. At this inspection the records we saw showed improvements had been made in this area.

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.

There was a procedure in place to ensure any safeguarding concerns were addressed and reported. People we spoke with felt safe using the service. Overall, the service had a recruitment system in place which was used effectively when they employed new staff. This process included obtaining pre-employment checks prior to people commencing employment.

The provider supported people to maintain a healthy diet, when this was part of the person’s care package. People who required the involvement of health care professionals were assisted to obtain this support. The principles of the Mental Capacity Act 2005 were followed.

People we spoke with were highly satisfied with the service saying it was well managed and there was good communication. They told us staff arrived on time and were well trained. People told us staff respected them and their homes.

The culture and ethos within the service was that of dignity and choice for people. This was achieved by encouraging people’s involvement and ensuring through training that staff had a positive approach to equality, diversity and human rights.

The service had a complaints procedure and concerns received were acted upon in a timely way and in line with the provider’s policy. People we spoke with felt abl

The inspection took place on 23 August 2017 and was announced. The provider was given short notice of our inspection in line with our current methodology for inspecting domiciliary care services. At the time of our inspection there were two people using the service. The provider registered with the Care Quality Commission (CQC) in August 2016. This was their first inspection.

Clayfields Business Centre is the name of the location. The provider is Embrace Care Limited. The service provides personal care and support to people living in their own homes. Care and support is co-ordinated from the main office which is situated in Balby near Doncaster.

At the time of our inspection 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.

The service had a recruitment system in place which was used when they employed new staff. This process included obtaining pre-employment checks prior to people commencing employment.

The provider had a procedure in place to ensure any safeguarding concerns were addressed and reported. People we spoke with felt safe using the service.

The service did not manage anyone’s medicines at the time of our inspection. However, the registered manager confirmed that an appropriate process would be followed if someone required this support.

Risks associated with people’s care had been identified and methods put in place to minimise the risk occurring.

Staff did not always receive appropriate support, training, and supervision necessary to carry out their roles. Staff induction was basic and required embedding in to practice.

The registered manager informed us that if anyone began using their service who lacked capacity, they would ensure the principles of the Mental Capacity Act 2005 were followed.

The provider supported people to maintain a healthy diet, when this was part of the persons care package.

People who required the involvement of health care professionals were assisted to obtain this support.

We spoke with staff and they told us how they ensured people’s privacy and dignity was maintained. Staff told us they would respect people’s homes and told us they always knocked on the door before entering their property.

We looked at care records belonging to people who used the service and found they were informative. However, further information regarding likes and dislikes could be added to ensure they are person centred.

The service had a complaints procedure and concerns received were acted upon in a timely way and in line with the provider’s policy. People we spoke with felt able to raise concerns.

The provider did not have an effective system in place to monitor the quality of service delivery, staff performance and feedback from people who used the service.

During this inspection we identified a breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.