We inspected this service on 28 September 2017. The inspection was announced.

Crystal Business Solutions Ltd T/A Everycare Oxford is a community-based adult social care service registered to provide personal care to people within their own homes. At the time of the inspection there were 22 people using the service, out of whom 11 people were supported with personal care. The service also provided assistance to other people with tasks such as housekeeping or shopping.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage a service. Like registered providers, they are ‘registered persons’. Registered persons have a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

A few people told us that staff did not always arrive on time. These people were concerned about the staffing levels being too low which resulted in staff’s lateness and delay in supporting people. However, we found that the provider had taken and were continuing to take steps to address this issue. The service was planning to use an electronic monitoring system to monitor the attendance of staff. There was an ongoing recruitment in the service to address the shortage of staff.

People told us they felt safe with the care staff who came to their homes. Staff had received appropriate training and understood the different types of abuse. They also knew what action they should take if they thought a person was at risk of harm.

Risks to people’s health and well-being were identified and care plans were written with the aim of minimising the identified risks. There were systems in place to ensure people were supported with their medicines safely and appropriately.

The service followed safe recruitment procedures to make sure that only suitable staff were employed at the agency. People felt that they were supported by staff who had the appropriate skills and knowledge to care for them safely.

Staff received the training and support they needed to meet people’s needs effectively. Staff were provided with regular opportunities to reflect on their practice and consider their personal career development.

The registered manager understood their responsibility to comply with the requirements of the Mental Capacity Act 2005 (MCA). Records showed that people and their families were involved in the process of planning their care. People made their own decisions about their care and support. Staff understood they could only care for and support people who consented to receive care.

People were provided with sufficient amounts of food and drink. Staff supported people to access a range of health care services which ensured people’s health was monitored and maintained.

People felt they were treated with kindness and said their privacy and dignity were always respected. People were welcome to voice their opinion on how their care should be provided and their feedback was always taken into consideration. Care plans were agreed upon with each person or their close relative if appropriate, with people's rights and independence taken into account.

The registered provider had a compliments and complaints policy which was available to people. People told us that complaints were responded to and resolved in a timely manner. Where issues had been raised, the agency had made relevant improvements.

People said they could raise any concerns or complaints with the agency. The registered manager checked whether people received the care they needed by monitoring calls, reviewing care plans, working with care staff at people’s homes and at unannounced checks to observe staff’s practice.