The inspection took place on 26 January 2018 and was announced. This was the first inspection of the service since they registered with the CQC in February 2017.

Femack Training and Recruitment Consultancy Ltd is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a personal service to both older adults and younger disabled adults. At the time of our inspection 10 people were using the service.

The service had 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 responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Staff knew how to safeguard people from abuse. Staff understood signs to identify abuse and how to report their concerns. Staff knew their right to whistle-blow if necessary to protect people. The registered manager assessed risks to people and put management plans in place to reduce identified risk. There were sufficient staff available and well organised to support people with their needs.

Staff were trained in the safe management of medicines and there was a medicine policy and procedure in place. Staff had been trained in infection control and followed good practice to minimise the risk of infection. The service had systems in place to report incidents and accidents and staff knew them. The registered manager reviewed incidents and took action to reduce a repeat.

The registered manager involved people and their relatives in assessing their needs. They devised care plans on how people’s identified needs would be met. Staff were supported to do their jobs through regular training, support and supervision. Staff supported people to meet their nutritional needs and requirements. Staff supported people to access the health care services they needed to maintain their health. The service had systems in place to ensure people received well-coordinated care.

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 the service supported this practice. Staff and the registered manager understood their roles and responsibilities under the Mental Capacity Act (MCA) 2005. Staff involved people in their care delivery and ensured people consented before they were delivered.

People were cared for by staff who were caring and compassionate. Staff respected people’s dignity and privacy. Staff encouraged people to maintain their independence as much as possible.

Staff supported people in a way which met their individual needs and requirements. Staff understood people’s communication needs and supported them accordingly. Staff respected people’s cultural, religious and belief systems.

People knew how to report their concerns or complaints about the service. The registered manager followed the provider’s procedure to address complaints. The registered manager assessed and monitored the quality of service delivered through spot checks, monitoring visits and obtaining feedback from people and their relatives. They used feedback received to improve the service.

The registered manager worked in partnership with the local authority to develop the service and meet people’s needs.