We inspected this service on 24 and 26 January 2017. The inspection was announced.

Expertise Home Care (Central & West Kent) Ltd provides care and support for people in their own homes. This includes older people, people with a learning disability and people with a physical disability. The office is situated in the centre of Maidstone. At the time of our inspection, the service was supporting 63 people.

At the time of our inspection, there was a registered manager in place who was also the provider and owner of the organisation. 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 and the relatives spoke highly of the service they received. Staff, the registered manager and the management team were motivated and passionate about providing a high quality service to people. The registered manager was committed to providing a high quality service to people and its continuous development. Feedback from people, their representatives and others were continually sought and used as an opportunity for improve the service people received.

The safety of people using the service was taken seriously by the registered manager and staff who understood their responsibility to protect people’s health and well-being. Staff, the registered manager and the management team had received training about protecting people from abuse, and they knew what action to take if they suspected abuse. Risks to people’s and staff’s safety both internally and externally to the person’s home had been assessed and recorded, with measures put into place to manage any hazards identified. Staff were available to meet people’s assessed needs.

The provider developed an innovative online software system which was used to store the information staff required to meet people’s needs. This was stored within an electronic encrypted tablet which, each member of staff carried with them. Measures were put into place to address people’s hopes, dreams and wishes. People, their relatives and staff were included in the development of the service.

Staff had received the training they required to meet people’s needs. A comprehensive induction programme was in place which all new staff completed. Staff had a clear understanding of their roles and people’s needs. Staff were supported to progress and develop in their role from the management team. Recruitment practices were safe and checks were carried out to make sure staff were suitable to work with people who needed care and support.

Where staff were involved in assisting people to manage their medicines, they did so safely. Policies and procedures were in place for the safe administration of medicines and staff had been trained to administer medicines safely.

Staff had a full understanding of people’s care and support needs and had the skills and knowledge to meet them. People received consistent support from the same group of staff who knew them well. People’s needs had been assessed to identify the care and support they required. Care and support was planned with people and reviewed to make sure people continued to have the support they needed. Detailed guidance was provided to staff within their electronic tablet about how to provide all areas of the care and support people needed.

People were supported to remain as healthy as possible. Guidance was available within people’s care plans to inform the staff of any specific health condition support. People were encouraged to maintain as much independence as possible.

People were treated with dignity and respect whilst receiving care and support from the agency. Staff understood the principles of the Mental Capacity Act 2005 and people and/or their relatives said they were always as