The inspection took place on the 7 and 8 December 2016. This was an announced inspection and the provider was given 48 hours' notice. This was to ensure that someone would be available at the office to provide us with the necessary information to carry out an inspection. When we last visited the service on13 February 2014, we found the service was meeting all the regulations we looked at.

Cyprian Care Limited provides personal care and support to people in their own homes. The service primarily (but not exclusively) works with local Turkish and Greek communities. At the time of the inspection there were 200 people using the service.

The service had a registered manager. 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 were safe. Medicines were managed safely. Risk assessments identified the risks to people and how these could be minimised. There were sufficient numbers of staff available to meet people's needs.

People were involved in decisions about their care and how their needs would be met. Managers and staff had received training on the Deprivation of Liberty Safeguards and the Mental Capacity Act 2005.

Staff had access to ongoing training. They were knowledgeable about their roles and responsibilities.

Staff knew how to respond to people's needs in a way that promoted their individual preferences and choices regarding their care. People were supported to eat and drink.

People were treated with dignity and respect. Staff understood people's preferences, likes and dislikes regarding their care and support needs.

Care was planned and delivered in ways that enhanced people's safety and welfare according to their needs and preferences.

People were supported to maintain good health and had access to healthcare services. Staff supported people to attend healthcare appointments and liaised with their GP and other healthcare professionals as required to meet people's needs.

The service regularly requested feedback from people who use the service. People, relatives and staff said the management were approachable and supportive.

Systems were in place to monitor the quality of the service. People felt confident to express any concerns and these were addressed by the registered manager.

People were supported in promoting their independence. Care workers we spoke with told us that they always encouraged people using the service to do things for themselves.

Peoples’ needs were assessed and care and treatment was planned and delivered in line with their individual care plans. We looked five care plans. They were up to date and included information such as details of a person’s likes and dislikes, correspondence between health professionals and details of medical appointments.

None of the people or relatives we spoke with expressed concerns about safety. When we looked at the provider’s September 2013 “Client Survey” we saw that 88% of the 52 people surveyed “felt comfortable and safe with their carer.”

People and relatives spoke positively about care workers’ skill and training. One person whose care included the use of a hoist, referred to their care worker as “an expert in her field.”

We looked at the results of the provider’s September 2013 “client survey”. We saw that 80% of the 52 people surveyed rated their care worker’s professionalism as either “excellent” or “very good.”

We spoke to relatives and the representatives of people who use the service as only a minority of people were able to speak for themselves. All relatives and representatives spoken to felt that staff listened to them and provided a service that met people’s individual needs.

Relatives confirmed that the service regularly contacted them to seek their opinions about the quality of the care being provided. They felt consulted about how people’s needs would be met. They felt they could contact the office at any time and would be listened to by staff. Overall people were very positive about the service and support they received.