Domiciliary Care Agency East Area is registered to provide personal care to people living in their own homes and in shared supported living premises. There were six people receiving personal care in their own homes and 13 people receiving personal care in supported living schemes when we visited.

A registered manager was 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.

Staff received training to protect people from harm and they were knowledgeable about reporting any suspected harm.

Risk assessments were in place and actions were taken to reduce these risks. Arrangements were in place to ensure that people were supported and protected with the safe management of medicines.

There were sufficient numbers of staff to meet people’s needs. There were recruitment procedures in place to ensure that only suitable staff were employed. A staff training and development programme was in place and procedures were in place to review the standard of staff members’ work performance.

The CQC is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA). Staff were supported and trained regarding the MCA

People were supported to access a range of healthcare professionals and they were provided with opportunities to increase their levels of independence. Health risk assessments were in place to ensure that people were supported to maintain their health. People had adequate amounts of food and drink to meet their individual preferences and nutritional needs.

People’s privacy and dignity were respected and their care and support was provided in a caring and a patient way

People’s preferred interests had been identified and they were supported to take part in a range of activities that were meaningful to them. A complaints procedure was in place and complaints had been responded to, to the satisfaction of the complainant. People could raise concerns with the staff at any time.

The provider had quality assurance processes and procedures in place to improve, if needed, the quality and safety of people’s support and care. People and their relatives were able to make suggestions in relation to the support and care provided and staff acted on what they were told.

There were strong links with the external community.