We inspected this service on 9 September 2017. The inspection was announced. The registered manager was given two working days’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be available at the location’s office to see us.

Continuity of Care Services Limited is registered as a community based domiciliary care agency (DCA) which delivers personal care to people living in their own homes or to children living with parents. At the time of our inspection the agency was supporting 12 people, with the regulated activity of personal care. The agency offered people additional services such as, domestic calls, shopping and companionship. This was the first comprehensive inspection since the agency was registered.

At the time of our inspection, there was a registered manager in place who was also the owner of the agency and the registered provider. 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.

Relatives and staff spoke highly of the registered manager who was committed to providing a high quality service to people. The registered manager had developed links with the local community to raise the profile of health and social care, and the benefits of working within the industry. Systems were in place to monitor the quality of the service being provided to people through regular checks and audits. People’s and significant others views were not actively sought and acted on to improve the service that was provided to people. We have made a recommendation about this.

People received a service that was safe and relatives told us they felt their loved one was safe. Staff and the management team had received training about protecting people from abuse, and they knew what action to take if they suspected abuse. The safety of staff who were working in the community had been assessed with systems put into place to reduce the risk to staff. Risks to people’s safety had been assessed and recorded with measures put into place to manage any hazards identified.

There was enough staff with the right skills and knowledge to meet people’s needs. Staff received the appropriate training to fulfil their role and provide the appropriate support, including specialist training to meet some people’s complex needs. Staff were supported by the registered manager who they were in contact with on a regular basis. A comprehensive induction programme was in place which all new staff completed, this included the Care Certificate, and this is a nationally recognised qualification. Staff had a clear understanding of their roles and people’s needs. Recruitment practices were safe and checks were carried out to make sure staff were suitable to work with people who needed care and support.

People’s needs had been assessed to identify the care and support they required. Care and support was planned with people and/or their relatives and reviewed to make sure people continued to have the support they needed. Detailed guidance was provided to staff within people’s homes about how to provide all areas of the care required. People’s care plans were individualised and person centred.

People were treated with dignity and respect whilst receiving care and support from the agency. People were supported to make their own decisions and remain as independent as possible. Staff supported people in the least restrictive way possible. Staff understood the principles of the Mental Capacity Act 2005. Information about people’s likes, dislikes and personal histories were recorded within their care plan.

People were supported to remain as healthy as possible. Guidance was available within people’s support plans to inform the staff o