Courtesy Care Ltd is registered to provide personal care to people in their own homes who may have a physical disability or who may be living with dementia. The agency provides services to people in Axminster and Seaton and the surrounding areas. At the time of the inspection 44 people were being supported by the service. The service employed 19 care staff.

This inspection was undertaken on 7 and 9 September 2016.

We last inspected the service on the 09 July 2013. At that inspection we found the provider was meeting all of the regulations we inspected.

There was 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.

People said they were safe using the service because it was reliable, staff were well trained and caring. Comments included, “This service is ideal. The staff are extremely helpful” and “I am very fortunate to have this service. I get my regular carer who knows me very well.” Relatives were also happy with the service. Comments included, “I would recommend this service. I can’t fault it…” Professionals were equally complimentary. One said, “We have no concerns about the service. It is a good service overall…”

There were sufficient numbers of staff employed to provide people with their planned service. People said they had never experienced a missed visit; that staff arrived on time and stayed the expect length of time.

Staff were knowledgeable in relation to safeguarding people from abuse and they knew how to keep people safe from avoidable harm. Risks to individuals had been identified and there was guidance for staff on how to keep people safe. Where people were assisted with their medicines this was managed safely.

There was an effective recruitment and selection process in place and the necessary relevant checks had been obtained before staff started to work alone.

People were provided with the care and support they wanted by staff who had the knowledge and skills they needed to do so. People's right to make decisions for themselves was respected and staff sought consent when delivering care and support. People were supported to ensure they had a sufficient amount of food and fluid to promote their wellbeing. People received support from staff who understood and responded to their health needs.

People were very happy with the care and support they received. People said staff were kind and caring and offered support which met their needs and promoted their independence. They said this enabled them to live in their own home. Staff demonstrated a caring and respectful attitude towards people and knew people well and how they preferred their care to be delivered.

People were able to express their views and be actively involved in making decisions about their care. Staff were friendly and approachable. They were also respectful of people's dignity and privacy.

The service was well managed by the registered manager and a director of the provider company. Staff learning and development was supported. Regular audits and surveys were used to monitor the quality of the service.

We carried out this unannounced inspection on 9 July 2013. The agency had been running for 18 years and employed around 28 staff providing personal care for 66 people in the community. We also spoke to five people using the service on the telephone on 10 July 2013. During our visit to the agency office we met and spoke with the manager/provider and four members of staff. We visited two people in their own homes and spoke with them and their relatives about their experiences of the support they had received. We met two care workers whilst they were providing care at one home and looked at care records kept in people’s homes. We also looked at key documents including care plans, risk assessments, staff training and recruitment files and policies and procedures.

People told us the support given by the agency met their needs and their dignity was respected whilst staff also promoted their independence. We heard examples of how people received personal care in a private and dignified manner. Comments included ''They are great, I’ve got the A Team, I couldn't ask for better”, “We have never had any problems, really good” and “They are always very thorough and stay and chat, never rush, I’ve never known anyone to be late and I know who is coming which makes it easier”.

Care and support was well assessed and planned, with people being involved with deciding how their care should be delivered. Detailed plans were in place to minimise identified risks and ensure that staff had the information to meet people’s needs. Staff showed us how they cared for people in an individualised way and identified changes in need in a timely way.

Clear and organised records were kept and there was a robust recruitment system in place followed by good communication and attention to staff welfare which had resulted in a stable, competent staff team. Staff said “I work here because it is so lovely”.