This announced inspection took place on 23 and 24 October 2017. This was the first inspection since the service was registered with the Care Quality Commission (CQC) in August 2015.

Craven Home Care provides personal care and support for people living in their own homes. The office is based in the town of Earby and the services are provided in the surrounding rural and semi-rural areas.

There was no regulatory requirement to have registered manager as the provider also acted as the manager and was responsible for the day to day operation of the service. The provider was registered with the Care Quality Commission to manage the service. 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 using the service consistently told us they felt safe and staff were caring and treated them well. They told us staff were like their family and they trusted them implicitly. Safeguarding adults’ and children’s procedures were in place and staff understood their responsibilities to safeguard people from abuse. Potential risks to people's safety and wellbeing had been assessed and managed. People received their medicines safely.

Staff were recruited following a safe and fair process. People received care and support from a consistent team of staff with whom they were familiar. Staff arrived on time and stayed for the full time allocated. People spoke positively about the staff that supported them and told us they were always treated with care, respect and kindness. Staff were respectful of people’s privacy and maintained their dignity. Staff had developed good relationships with people and were familiar with their needs, routines and preferences.

Staff had sufficient knowledge and skills to meet people's needs effectively. They completed an induction programme when they started work and they were up to date with the provider's mandatory training. They were well supported by the management team and they enjoyed working for the agency.

People were involved in the development and review of their care plans and were able to influence the delivery of their care. Staff had up to date information about people’s needs and wishes and there were systems in place to respond when their needs changed. People were supported to have maximum choice and control of their lives and their healthcare needs were monitored as appropriate. People were supported with their dietary needs in accordance with their care plan.

Staff supported people to access the local community and to pursue their leisure interests. Good links had been developed with the local community and the provider arranged regular events for people, their families and staff.

People had no complaints about the service they received or about the staff that provided their care and support; they were aware of the complaints procedure and processes and were confident they would be listened to should they raise any concerns.

People were provided with a safe, effective, caring and responsive service that was well led. People made positive comments about the leadership and management of the agency. Systems were in place to monitor the quality of the service and people’s feedback was sought in relation to the standard of care and support.