This announced inspection took place on 19 December 2017. This was the first inspection of this service which was registered with the Care Quality Commission in November 2016.

Community Options Limited – 2a Fielding Lane is a domiciliary care agency. It provides support to people with mental health problems living in the community. At the time of our inspection approximately 70 people were receiving personal care and support from this service.

The service had a registered manager in post. 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 appropriate safeguarding and whistleblowing procedures in place. Staff were aware of the procedures and understood how to safeguard the people they supported. Risks to people were assessed and identified and there was clear guidance for staff on how to support people. Accidents and incidents were monitored to reduce them reoccurring. People using the service did not have their medicines administered by staff. Staff had received training in infection control and food hygiene so people were protected from risk of infection. Appropriate recruitment checks took place before staff started work. There were enough staff to meet people's care and support needs in a timely manner. There was a live electronic monitoring (ECM) system in place for the service to monitor missed and late call visits.

Assessments of people’s needs were carried out prior to them joining the service to ensure the service could meet their care needs. Staff completed an induction when they started work and they had completed a mandatory programme of training that was relevant to peoples’ needs. Staff were supported through regular supervisions and appraisals. The registered manager and staff demonstrated a clear understanding of the Mental Capacity Act 2005(MCA) and acted according to legislation. People’s consent was obtained before staff provided care and support. People had access to relevant healthcare professionals when required.

People were treated in a caring and kind manner. People had been consulted about the care and support requirements. People’s privacy and dignity was respected by staff and they encouraged people to be as independent as possible. People were provided with information about the service in the form of a service user guide.

People were involved in planning their care needs. Support plans were clear, well organised and provided clear guidance for staff on how to support people in meeting their individual needs. People were aware of the complaints procedure should they wish to make a complaint. Complaints were managed and dealt with in a timely manner. Staff had received training on equality and diversity. The registered manager said that the service would support people according to their diverse needs if and when required

The service had effective processes in place to monitor the quality and safety of the service. The provider carried out regular competency and spot checks to ensure people were being supported in line with their care plans. There was an out of hours on call system in place to support staff when they needed it. Feedback was sought from people about the service, through regular surveys. Staff were complimentary about management and said that they enjoyed working for the service.