DK Home Support is a domiciliary care agency. It provides personal care and support to people living in their own homes. It provides a service to a range of people including those living with dementia, physical disabilities and people receiving end of life care. At the time of inspection there were 72 people receiving the regulated activity of personal care.

At the last inspection the service was rated good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection. At this inspection we found the service remained good.

The service was previously registered at a different address and this is the first inspection at the provider’s new address.

There were two registered managers in post who had been registered with the Care Quality Commission (CQC) since June 2012. A registered manager is a person who has registered with the CQC 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.

Both registered managers were aware of their responsibilities and they were also the owners of the service. There was a robust electronic governance system in place to continually monitor, analyse and improve the service. Real-time audits of the service were accessible and the registered managers regularly monitored these on a daily basis. Notifications were submitted to the Commission appropriately.

People were supported to maintain social relationships and were supported to attend activities that they had chosen in the community. People told us that staff were caring and respectful whilst carrying out personal care. Staff demonstrated a good knowledge of people and their relatives, what people liked and disliked and the best way to support each person.

People had personal and environmental risk assessments in their care files, to ensure the safety of staff and people. Care plans were person-centred and people, their relatives and advocates had all been involved in their care planning and consented to the care provided. The service worked in partnership with health professionals, for example the district nursing team and palliative care team, to ensure people received a high level of quality care. People were supported with their diet and to make well balanced meals. People were regularly asked for their choices for the type of support they received, for example social visits and types of personal care, and for annual feedback.

There were policies and procedures in place to keep people safe. Staffing levels reflected the needs of people and the service had recently recruited additional staff to support people as their needs changed. Staff were recruited safely and were provided with an in-depth induction. The training team at the service continuously assessed the skills of staff and provided an on-going training programme, which was delivered face to face or via e-learning. The service provided information to staff on best practice guidance and legislation. Staff received regular supervisions and appraisals.

Medicines were safely managed. Staff supported people with their medication. There was a business continuity plan in place to enable people to receive their care in emergency situations.

There was a comprehensive complaints and compliments policy in place at the service. People told us they knew how to raise a complaint. No complaints had been received at the service but the registered managers told us what action would be taken if one was received. Some people receiving the regulated activity were accessing an advocate, and the service promoted and supported

We carried out an inspection of DK Home Support on 18 March and 5 April 2016. We contacted people who used the service by telephone on 23 and 24 March 2016. The inspection was announced. This was to ensure there would be someone present to assist us. We last inspected DK Home Support in February 2014 and found the service was meeting the legal requirements in force at that time.

DK Home Support is a domiciliary care agency that provides personal care and support to people in their own homes. At the time of the inspection there were 52 people in receipt of a service. Personal care was provided to people across the Gateshead area.

The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 and were well cared for. Staff knew about safeguarding vulnerable adults. Alerts were dealt with appropriately, which helped to keep people safe. Incidents and allegations were notified to the local safeguarding team and the provider worked positively with statutory agencies, such as the police, local authority and CQC.

We were told staff provided care safely and we found staff were subject to robust recruitment checks. There were sufficient staff employed to ensure continuity of care and the reliability of the service. Staff managed medicines safely.

Staff had completed relevant training for their role and they were well supported by their supervisors and managers. Training included care and safety related topics and further topics were planned.

Staff obtained people’s consent before providing care. Staff were aware of people’s nutritional needs and made sure they were supported with meal preparation, eating and drinking. People’s health needs were identified and where appropriate, staff worked with other professionals to ensure these needs were addressed.

People and their relatives spoke of staff’s kind and caring approach. Staff explained clearly how people’s privacy and dignity were maintained.

Assessments of people’s care needs were obtained before services were started. Care plans had been developed which were person-centred and had sufficient detail to guide care practice. Staff understood people’s needs and people and their relatives expressed satisfaction with the care provided.

Events requiring notification had been reported to CQC. Records were organised and easily retrieved .

There were systems in place to monitor the quality of the service, which included regular audits and feedback from people using the service, their relatives and staff. People’s views were sought through annual surveys, care review arrangements and the complaints process. Action had been taken, or was planned, where the need for improvement was identified.

People who used the service told us their privacy and dignity were respected. They also said their views and experiences were taken into account in the way the service was provided and delivered in relation to their treatment. The relative of a person using the service said, “…we couldn’t be happier with DK Home Support.” A person using the service said, “They’re great. They are always so kind. Nothing is too much trouble.”

People experienced care, treatment and support that met their needs and protected their rights. The people we spoke with said they received good care and support delivered by kind and reassuring staff. The relative of a person using the service said, “My relative is extremely happy with the service provided to her, as are we.” A person using the service said, “Carers do a great job. Nothing is a problem.”

People who use the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening.

Effective recruitment and selection procedures were in place which meant that people were being cared for by staff who had been properly recruited.

There was an effective complaints system available. People told us they would feel comfortable about raising concerns with the providers.

People who used the service told us the provider had asked for their consent before their staff provided care and support.

We found that people's care was well planned to meet their needs and support them to become as independent as possible in daily living. People who used the service spoke highly of the care and support the company provided. They told us: “They (DK Home Support staff) visited me twice – once to explain about the company when I contacted them, and then later, to carry out their assessments once I said I wanted them to look after my husband. I had so many problems with my previous provider. DK Home Support are so much better”; “The girls arrive on time and stay for the full amount of time. They’re all very caring”; “My carers are lovely”; “Because of them (DK Home Support), I’m able to live here in my own house.”

Staff said they had been told what measures they should take to prevent the spread of infection. They said they had access to the personal protective equipment they needed to keep themselves, and the people they cared for, safe and free from the risk of infection.

The service had appropriate arrangements in place to make sure people were supported to take their prescribed medicines safely.

There were effective systems for checking the quality of the service people received. These included regularly obtaining people's views about their care and the services they received on a regular basis.