We carried out this announced inspection on 4 and 6 December 2018. At our last inspection, in June 2016, we rated the service Good. At this inspection we found the evidence continued to support the rating of Good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

Forget-Me-Not Homecare Services is a Domiciliary Care Agency that provides care and support to adults of all ages, in their own homes. The service provides help with people's personal care needs in St Austell and the surrounding areas. This includes people with physical disabilities and dementia care needs. The service mainly provides personal care for people in short visits at key times of the day to help people get up in the morning, go to bed at night and support with meals.

At the time of our inspection 34 people were receiving a personal care service. These services were funded either privately or through Cornwall Council or NHS funding.

Everyone told us they were satisfied with the quality of the service they received. People said they felt safe using the service and they trusted the staff who supported them. Comments included, “I am extremely happy with the service”, “I can’t fault them” and “They are wonderful people.”

People confirmed they received a reliable service provided by a stable staff team. They had agreed the times of their visits and were always kept informed of any changes. Staff told us travel times were sufficient, so they were not rushed. Staffing levels were managed in a way to ensure staff were available to provide a consistent service to meet the needs of people who used the service. Staff were knowledgeable about the people they cared for and responded appropriately as people's needs changed. Staff spoke positively about the people they supported and were motivated to provide an individualised service in line with people's needs and preferences.

Care plans provided staff with direction and guidance about how to meet people’s individual needs and wishes. These care plans were regularly reviewed and any changes in people’s needs were communicated to staff. People were aware of their care plans and had a copy in their homes. People who needed help taking their medicines were appropriately supported by staff.

Risk assessments clearly identified any risks and gave staff guidance on how to minimise the risk. This included any environmental risks in people’s homes and any risks in relation to the care and support needs of the person. They were designed to keep people and staff safe while allowing people to develop and maintain their independence.

People were supported by staff who knew how to recognise abuse and how to respond to concerns. The service held appropriate policies to support staff with current guidance. The service had robust recruitment practices, which meant staff were suitable to work with vulnerable people. Training records showed staff had been provided with all the necessary training, which had been refreshed regularly. Staff told us they found the training to be beneficial to their role and said they were encouraged to attend training to develop their skills and career.

Staff told us they enjoyed their work and received regular supervision, appraisals and team meetings. Staff were complimentary about the management team and how they were supported to carry out their work. The management team provided strong leadership and led by example. There was a positive staff culture and value system which placed people at the heart of the service.

Management and staff acted within the legal framework of the Mental Capacity Act 2005(MCA). Management and staff understood how to ensure people who did not have the mental capacity to make decisions for themselves had their legal rights protected.

There were effecti

We carried out this inspection on 7 June 2016 and it was announced four days in advance in accordance with the Care Quality Commission’s current procedures for inspecting domiciliary care services. This was the first inspection for the service since operating from this location. The service was last inspected at a different location in October 2013; we had no concerns at that time.

Forget-Me-Not Homecare Services is a Domiciliary Care Agency that provides care and support to adults of all ages, in their own homes. The service provides help with people’s personal care needs in St Austell and the surrounding areas. This includes people with physical disabilities and dementia care needs. The service mainly provides personal care for people in short visits at key times of the day to help people get up in the morning, go to bed at night and support with meals.

At the time of our inspection 26 people were receiving a personal care service. These services were funded either privately or through Cornwall Council or NHS funding.

There was a registered manager in post who was responsible for the day-to-day running of 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 and associated Regulations about how the service is run.

People told us they felt safe using the service. Relatives also said they thought the service was safe. Comments included, “They [staff] look after me, nothing is too much trouble” and “I trust them [staff[ they are really good.”

Staff were knowledgeable about the people they cared for and knew how to recognise if people’s needs changed. Staff were aware of people’s preferences and interests, as well as their care needs, which enabled them to provide an individualised service. Care plans provided staff with clear direction and guidance about how to meet people’s individual needs and wishes.

People told us staff always treated them respectfully and asked them how they wanted their care and support to be provided. People told us they had a team of regular, reliable staff, they knew the times of their visits and were kept informed of any changes. Comments from people and their relatives included, “I know all the staff who come to help me and new staff are always introduced to me before they work on their own” and “I have regular staff.”

Staff had received training in how to recognise and report abuse. All were clear about how to report any concerns and were confident that any allegations made would be fully investigated to help ensure people were protected. There were sufficient numbers of suitably qualified staff to meet the needs of people who used the service.

The management had a clear understanding of the Mental Capacity Act 2005 and how to make sure people who did not have the mental capacity to make decisions for themselves had their legal rights protected.

The provider/registered manager had clear visions and values about how they wished the service to be provided and these values were shared with the whole staff team. Staff told us the management team were very supportive and readily available if they had any concerns. Staff told us, “They [the service] are very good to work for”, “Very supportive” and “Management listen to our views.”

People and relatives all described the management of the service as open and approachable. Comments included, “I would recommend the service to anyone”, “I have confidence and trust in the service and they earned that very quickly” and “They [the service] are open to any comments and feedback.”

There were effective quality assurance systems in place to make sure that any areas for improvement were identified and addressed. People and their families told us either the registered manager/owner or deputy manager rang and visited them regul