This was an announced inspection carried out on the 8 March 2017.

Clover Carers Ltd is an agency that provides a domiciliary service to people living in their own homes. At the time of the inspection, personal care was being provided to 22 people living in the Hereford, Bromyard and Leominster areas.

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 registered manager in post at the time of the inspection.

This service has not been previously inspected at this location by CQC.

People told us they felt safe with the staff who delivered care and support in their own homes.

The provider had assessed and managed the risks connected with people’s individual care and support needs. Staff were able to tell us of the risks people faced and the action they took to support them.

People told us there were sufficient numbers of staff available to meet all their needs safely, and that staff were generally on time.

Staff knew how to recognise and report abuse to the provider. The provider had appropriate recruitment procedures in place, and checks were carried out before staff began work at the service

People had the support they needed to take their prescribed medicines safely.

Staff had the skills and knowledge needed to meet people’s individual care needs. Staff confirmed they received training both at induction and then annually as required.

The provider understood and protected people’s rights under the Mental Capacity Act 2005.

People were supported to access healthcare from other professionals.

People received care and support that took into account their specific needs and preferences. Staff adopted a caring approach to their work with people. People told us they were actively involved in the care they or their relative received.

Staff were knowledgeable about the people they supported, which enabled them to provide a personalised and responsive service. Staff knew how to promote people’s independence.

People knew how to raise a complaint about the service, and felt comfortable contacting the provider. The provider had developed procedures to ensure people’s complaints were dealt with properly.

The provider promoted an open and inclusive culture within the service. People and staff found the management team approachable and willing to listen. Staff felt well supported by the registered manager and provider.

The provider monitored the quality of the service by a variety of methods, including checks and feedback from people and their families.