About the service: CRG Homecare (Stoke) is a domiciliary care agency. It provides personal care to people living in their own homes.

People’s experience of using this service:

People and their relatives told us they felt safe using the service. They praised the care they received and the approach of staff members. People described staff as, “patient”, “respectful” and told us they had positive relationships with staff who understood their needs. One person’s family member told us, “They have met my mum’s needs with kindness and care.”

There were practises and systems in place that helped ensure people were safe and the service was reliable. Staff received training in safeguarding vulnerable adults, thorough pre-employment checks took place on new staff members and the administration and recording of people’s medication was safe.

We saw that people’s needs, choices and preferences were recorded as part of an initial assessment. This information was used to put together an individualised care plan with each person that outlined their care and support needs. Care plans were regularly reviewed with the person after four weeks of care and every three months following.

There were appropriate risk assessments in place for any risks that may occur when supporting people; staff were vigilant in identifying risks and acting on these. The service worked closely with people’s social workers, district nurses and GP’s to ensure that their healthcare was effective.

People told us they felt listened to and were involved in making decisions about their care. One person told us, “I feel listened to; they act on what I say.” People’s dignity and independence in their own homes was respected. One person told us about the care staff, “They are very respectful of my home.” Another person said, “I feel safe with them. They have helped me to remain independent.”

There was ongoing training and support of care staff. They were positive about the training and support they received. One staff member told us, “After the training I felt ready to help people.” Another staff member said, “Its fabulous. I get all the support I need.”

People and their relatives told us that the service was well-led. When we visited people with the registered manager it was clear that people had positive relationships with the registered manager. One person’s family member described the registered manager as having a, “Passion about caring for others.”

When planning, delivering and reviewing people’s care people’s opinions were sought. One person told us, “They make sure my care plan is up to date; they always ask me my opinions.” People told us that care staff and senior staff involved them and listened to them. One person’s family member told us that staff, “Listened to our views and helping us to organise [name’s] care. Ensuring that she had the carers that she loved.”

The service was responsive to people feedback including complaints. On a recent satisfaction survey 100% of people using the service said they felt comfortable raising a complaint. One person wrote, “I feel happy and comfortable to be able to say anything I need to.” Another person told us, “I feel confident raising a concern. Staff are respectful.”

The registered manager had clear oversight of the quality of the service provided for people. It was clear that registered manager was striving for continuous improvement and increased partnership working to improve the quality of the service provided.

Rating at last inspection: At the last inspection the service was rated Good (September 2016).

Why we inspected: This was a planned inspection based on the rating at the last inspection.

Follow up: Ongoing monitoring.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

We inspected this service on 7 September 2016. This inspection was announced. This meant the provider and staff knew we would be visiting the service’s office before we arrived. This was the first inspection since the provider’s registration at this office on the 28 June 2015. There were 90 people in receipt of personal care support at the time of this inspection visit.

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 registered manager oversaw the running of the full service and was supported by two care coordinators, two care field supervisors and a care needs assessor.

People received their calls as agreed because there was enough staff available to them. The staff were knowledgeable about the support people needed to enable it to be provided in a safe way. Staff understood what constituted abuse or poor practice and systems and processes were in place to protect people from the risk of harm. The provider had undertaken thorough recruitment checks to ensure the staff employed were suitable to support people. Medicines were managed safely and people were supported to take their medicine when needed. Equipment was in place to meet people’s diverse needs which enabled them to maintain choice and independence.

Staff were provided with training to develop their skills and enable them to support the people they worked with. Staff felt supported by the management team and received supervision to monitor their conduct and support their professional development. Staff knew about people’s individual capacity to make decisions and supported people to make their own decisions. When people were unable to consent this was clearly recorded and decisions were made in their best interests with the involvement of their family and friends.

The delivery of care was tailored to meet people’s individual needs and preferences. People’s needs were assessed and care plans where developed with people, which directed staff on how to support them in their preferred way. People were supported to maintain a diet that met their dietary requirements and preferences and were supported to access healthcare services.

People knew how to complain and we saw when complaints were made these were responded to in line with the policy. Staff felt listened to and were happy to raise concerns. People knew who the manager was and felt the service was well managed. The provider sought the opinions from people who used the service to bring about changes.

Quality monitoring checks were completed by the provider and manager and when needed action was taken to make improvements. The registered manager understood their responsibilities around registration with us.