This inspection was completed on 5 and 7 June 2017 and was announced. The provider was given 48 hours’ notice because the service provides a domiciliary care service; we needed to ensure we would be able to meet with people where they were receiving the service. At the time of our inspection, the service was supporting 28 people living in their own homes.

There was a registered manager in post. 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 responsibilities for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The service was safe. There were sufficient staffing levels to ensure safe care and treatment. Where calls were late or missed the registered manager had software to deal with this and plans in place to deal with emergency situations. Risk assessments were implemented and reflected the current level of risk to people.

People were receiving effective care and support. Staff received training which was relevant to their role. The service was adhering to the principles of the Mental Capacity Act 2005 (MCA).Staff supervisions and appraisals were being completed so staff were able to learn and develop. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in place supported this practice.

The service was caring. We observed staff supporting people in a caring and patient way. People were supported sensitively with an emphasis on promoting their rights to privacy, dignity, choice and independence.

The service was responsive. Care plans were person centred and provided sufficient detail to provide safe, high quality care to people. There was a robust complaints procedure in place and where complaints had been made, there was evidence they had been dealt with appropriately.

The service was well-led. Quality assurance checks and audits were occurring regularly and identified actions to improve the service. Regular meetings for staff and people who used the service were being completed.