This was our first inspection of Custom Care – Wolverhampton. The inspection site visit took place on 10 September 2018 and was announced.

Custom Care is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults, younger disabled adults, and children who live in their own homes. Not everyone who uses the service received a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; support with tasks related to eating and drinking and personal hygiene. Where they do, we also take into account any wider social care provided. The service currently supports 458 people in the community receiving a regulated activity.

At the time of our inspection a registered manager was 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 told us they felt safe with the support they received from staff. Staff understood how to protect people from harm however, care records were not always up to date and reflective of people’s needs. Risks to people were known by staff. Although there were sufficient numbers of staff; not all people were receiving care at their preferred times and by consistent members of staff. People received support to take their prescribed medicines safely. Staff understood their responsibilities in relation to hygiene and infection control.

People received care from staff who had the skills and knowledge required to effectively support them. Staff gained people’s consent before providing care and supported people to make day to day choices. Staff supported people to meet their nutritional needs and assisted them to access health care professionals when required.

People received support from staff that were kind and caring. People's privacy was respected, and their dignity and independence promoted. People did not always receive care that was responsive to their needs. People knew how to raise any concerns or complaints and felt happy to approach staff. The provider had a system in place to handle and respond to complaints.

The registered manager understood their role and responsibilities. Staff felt supported by the management team and were confident that they could approach the registered manager or provider and would be listened to. People and staff were encouraged to give feedback, and their views were analysed to improve the service delivered. The provider worked in partnership with other agencies and teams, and there were systems in place to drive improvements.