ELR Homecare is located in Halesowen, Dudley. It is a domiciliary care agency, which provides support to people in their own homes. It supports people with mental health difficulties, learning disabilities, people living with dementia, and people with physical disabilities. On the day of our inspection, there were 21 people using the service.

There was a registered manager at this service, who was also the registered provider. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered providers and registered managers 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 were satisfied with the reliability of staff, and with the consistency in the carers who supported them. Individual risk assessments were in place to provide guidance to staff as to how to care for people safely. Staff understood how to recognise and report harm or abuse. Where staff had raised concerns with the registered manager, action had been taken.

People received their medicines safely, and as prescribed. People were supported by staff who had undergone pre-employment checks to ensure they were suitable to work in care.

People received care in a manner which was in accordance with the principles of the Mental Capacity Act. Staff received ongoing training and development, which was relevant to the needs of the people they cared for and enhanced their practice. People were supported with their eating and drinking needs. Where there were concerns about people's health or wellbeing, referrals were made to healthcare professionals and their guidance and recommendations were followed.

People enjoyed respectful and positive relationships with their carers. People's dignity was maintained. People's individual communications styles and preferences were known by staff, and staff tailored their approach to meet individuals' needs.

People's changing health needs and wellbeing were responded to. reviews of people's care took place to ensure that people's needs continued to be met. Staff respected people's preferences and how they wanted to be cared for.

Where people or relatives were dissatisfied with the care provided, they knew how to make a complaint. Complaints and feedback were acted upon.

People and relatives were pleased with how the service was run and how their views and feedback were listened to. People, relatives, staff and health professionals found the registered manager to be approachable and quick to take action, as required.

Systems were in place to monitor the quality of care provided. Where shortfalls were identified, these were acted on to make improvements to the care provided.