We conducted an inspection of Feelcare Limited on 15 March 2018. This was our first inspection of the service.

This service is a domiciliary care agency. It provides personal care for people living in their own houses and flats in the community. At the time of the inspection the service was supporting nine people. Not everyone using Feelcare receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

There was a registered manager at the service. 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’s care records contained sufficient information about their health and nutritional needs. Where people had complex nutritional needs, care records included appropriate instructions for care workers to provide safe care.

The provider’s quality assurance systems supported the delivery of good care. The registered manager visited people and reviewed daily notes on a weekly basis to ensure people were satisfied with their care and that records were up to date.

Staff had a good understanding of their responsibilities under the Mental Capacity Act 2005 (MCA). Care workers obtained consent prior to supporting people and care records were signed by people using the service to demonstrate that they consented to their care.

People gave positive feedback about care workers. Care workers helped people maintain their independence and ensured people's privacy and dignity was respected and promoted.

Risk assessments and support plans contained detailed risk management guidelines for care workers.

Care staff understood people’s personal preferences and had a good understanding of their life histories. Care records included information about people’s hobbies and pastimes.

Care workers had received training in safeguarding people they supported from abuse and had a good understanding of the procedures in place.

People we spoke with told us they were involved in decisions about their care and how their needs were met.

The provider used safer recruitment procedures which helped ensure care workers were suitable to work with people. There were a sufficient number of suitable staff sent to assist people with their needs.

The provider had an appropriate complaints procedure in place.

Staff had the appropriate training to deliver effective care and support, and received support for their roles. There was an induction programme for new staff and ongoing supervisions to support care workers.

Care workers had a good understanding about infection control and had received appropriate training.