This inspection took place on 05 September 2018 and was announced. At our last inspection in January 2016, we found the provider was meeting the regulations we inspected and the service was rated “Good”. At this inspection, we found that the service continued to be rated “Good”.

Dignified Homecare Limited provides care and support to people living in their own home. Not everyone using Dignified Homecare Limited receives regulated activity; the CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of this inspection there were 20 people using the service.

People were protected against the risks of abuse as staff were clear of their responsibilities to protect them from harm. Risks associated with people’s support were assessed and recorded in their care plans to keep them safe.

Systems were in place to make sure people received their medicines safely and for the monitoring and prevention of infection.

Staff had the knowledge and skills to care for people effectively and responded promptly to their needs. Staffing levels were sufficient to meet people’s needs and recruitment processes were safe.

An initial assessment of people’s needs was carried out before they started using the service. People received care and support in accordance with their preferences, interests and diverse needs. They had access to health and social care professionals when required. Referrals were made to health care professionals for additional support or guidance if people’s health changed. Staff were knowledgeable about people they supported.

People's choices were respected and staff understood the requirements of the Mental Capacity Act 2005. People were treated with compassion by staff and their privacy and dignity were maintained. Staff supported people to maintain their independence where possible.

There was a system in place to receive and handle complaints or concerns raised. People and relatives had no complaints about the service but knew who to speak to if they were unhappy.

People and their relatives felt the service was well run and they could discuss any issues with the registered manager. There were effective systems in place to seek the views of people, relatives, staff and other professional about the running of the service.

There was an open culture within the service, which was focussed on people. Staff were clear about their roles and responsibilities and had access to policies and procedures to inform and guide them. They had regular contact with the registered manager to discuss any issues or concerns they might have relating to people's care and support.

This inspection took place on 27 January 2016 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service. This was to ensure that members of the management team and staff were available to talk to. At our last inspection in May 2013 we found the provider was meeting the regulations we inspected. The inspection was carried out by one inspector.

Dignified Homecare Limited is an agency that provides care and support to people living in their own home. At the time of this inspection there were 25 people using the service.

There was a registered manager in place. 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 spoke positively about the care and support they received from the service. They felt safe using the service and when staff were in their homes. The service had safeguarding procedures in place and staff had received training in these. Staff had a good understanding of what constituted abuse and how to report any concerns to keep people safe. There were systems in place to reduce the risks to people and protect them from avoidable harm.

The service had robust recruitment procedures which ensured that staff had the appropriate skills and experience for the role. People were supported by sufficient numbers of staff to meet their individual needs and wishes.

People told us they received their medicines safely and when they should. There was a comprehensive medicines policy in place.

Staff were supported to maintain and develop their skills through training and development opportunities. They had regular supervisions with the registered manager to discuss their care practice and identify training needs.

Staff were aware of the Mental Capacity Act 2005 and had undertaken training to make sure they had knowledge and skills to support people who did not have capacity to make their own decisions.

People were involved in the assessment and planning of their care and support. Care plans contained information about people’s wishes and preferences. These were regularly reviewed and updated by the registered manager.

People were offered support in a way that upheld their privacy and dignity. They were supported by regular staff who knew their needs and were encouraged to plan and participate in activities that were meaningful to them.

There was a complaints procedure in place which provided information on the action to take if someone wished to make a complaint and what they should expect to happen next. People felt that the service was well-led and they had good communication with people and staff.

There were systems in place to monitor the quality of the service and to identify shortfalls or areas for improvement. People and their representatives were regularly asked for their views via phone calls, visits by the registered manager and also through satisfaction surveys.

People told us that they were treated with dignity and respect and that they were able to make choices over their daily care. Comments included "they respect my choices" and "they always treat me respectfully." People told us that the service was meeting their care needs and that they were happy with the staff. Comments included "they always arrive on time, they're all pleasant and know their job thoroughly (well)" and "my relative always smiles when they see (their carer)."

The members of staff we spoke to were aware of the types and signs of abuse and of their responsibility in terms of taking action in response to any concerns about possible abuse. People who used the service told us that they felt safe using the service. There were effective recruitment and selection processes in place. Appropriate checks were undertaken before staff began work. The management of the service visited each person using the service at least once every year to ask them their views about the service, however there was no anonymous way for people to feedback their views about the quality of the service they received.

One person who uses the service told us that they were "Happy with them" and that "They turn up when they're supposed to." Another person who uses the service said "I have no concerns at all."