We inspected Complete care agency on 31 January and 1 February 2017. Both visits were announced. Our last inspection took place in November 2015 where we identified two breaches of legal requirements which related to staff training and audits within the agency. The provider sent us an action plan telling us what they were going to do to ensure they were meeting the regulations and a clear time frame in which they would complete this. On this visit we checked and found improvements had been made in all of the required areas.

Complete care agency provides personal care to people in their own homes in Leeds and surrounding areas. At the time of inspection the agency supported 81 people.

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.

People who used the service and their relatives felt they or their family member were safely looked after and had no current concerns around that.

We found the systems in place to manage and monitor people’s medication was robust and staff had completed training in management of medicines.

People had care plans in place to manage risks, which staff understood and followed. Staff could recognise abuse and knew what action to take to keep people safe. There were procedures in place to ensure any allegations of abuse were reported and acted upon.

There were policies and procedures in place in relation to the Mental Capacity Act 2005 and We saw decision specific mental capacity assessments had been carried out where needed. Staff had a good understanding of promoting choice and gaining consent from people.

There were sufficient numbers of staff to meet people’s needs and keep them safe. However some people and their relatives told us the same staff did not always support them or their family member and staff were sometimes late. However people and their relatives told us when this happened staff or the office would normally tell them.

We found people were provided with care and support by staff who had the appropriate knowledge and training to effectively meet their needs. Staff told us they felt well supported and received regular supervision. Robust recruitment processes were in place and were followed.

People were treated with dignity and respect by staff. Staff knew people well and were able to describe how individual people preferred their care and support delivered. The care plans we looked at were person-centred and reviewed on a regular basis to make sure they provided accurate and up to date information on meeting people’s needs as individuals. The registered manager was made aware of a change in someone’s care plan at the time of inspection; this was completed and sent to the person and their relative to review.

People were supported to maintain their health and were supported with a balanced diet when this support was needed.

People we spoke with were aware of how to make a complaint and felt they were listened to. There were procedures in place to ensure the provider responded appropriately to any complaints they received.

The registered manager worked with the team of staff, monitoring and supporting the staff to ensure people received the care and support they needed. Staff spoke highly of the registered manager. There were systems in place to monitor and improve the quality of the service provided.

This inspection took place on 10 November 2015 and was announced. This was the first inspection at this location.

Complete Care Agency Ltd provides personal care to people in Leeds and surrounding areas. They offer a range of services to individuals who live in their own homes and need support or care.

At the time of the inspection, the service had a manager registered with the Care Quality Commission (CQC). 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 and associated Regulations about how the service is run.

Most of the people we spoke with told us they were very happy with the care and support they received from the service.

People who used the service told us they felt safe with the staff and the care and support they were provided with. We found there were systems in place to protect people from risk of harm. However, there were no clear reporting process in place to record accidents, incidents and near misses for people who used the service. There were policies and procedures in place in relation to the Mental Capacity Act 2005 and staff showed they understood how to ensure their practice was in line with the Act.

We found there were gaps in training for staff and this also included mandatory training. Staff received support to help them understand how to deliver good care. Staff completed an induction when they started work.

People who used the service said their visit times suited their wishes and staff in the main always stayed the agreed length of time. However, some people told us their care worker timekeeping was awful, they can be late. We found staff travel time was not allocated for all calls and even though some may well be in the same locality, there was still a need to factor in such time.

Recruitment procedures were effective with appropriate checks made on people’s employment histories and with the Disclosure and Barring Service (DBS). We looked at the staffing rota; this showed us there was enough staff to meet the needs of people who used the service.

We found people were protected against the risks associated with medicines because the service had appropriate arrangements in place to manage medicines safely. Complaints were welcomed and were investigated and responded to appropriately.

People’s care plans contained sufficient and relevant information to provide consistent, care and support. People told us they got the support they needed with meals. People received good support which ensured their health care needs were met. Staff were aware and knew how to respect people’s privacy and dignity.

We saw the provider had a quality assurance monitoring system, however there was a lack of auditing.