We inspected Fountains Homecare on 1 March 2018. This was an announced inspection. We gave the provider 48 hours’ notice.

This service is a domiciliary care agency which provides personal care to people living in their own houses and flats in the community. At the time of the inspection Fountains Homecare were supporting six people. The provider, one permanent carer and one bank carer provided the support.

Not everyone using Fountains Homecare receives personal care. CQC only inspects the service being received by people provided with ‘personal care’, help with tasks related to personal hygiene and eating.

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 relatives felt the service was safe. Policies and procedures were in place to keep people safe such as safeguarding, whistleblowing and health and safety. Staff were trained in safeguarding and understood the importance of acknowledging poor practice and reporting their concerns to the provider.

We found that safe recruitment and selection procedures were in place and appropriate checks had been undertaken before staff began work.

Medicines were managed safely. The provider had systems in place to record accidents, incidents and safeguarding concerns. Infection control procedures were followed. Staff had access to personal protective equipment. Plans were in place to cover emergency situations.

The provider carried out assessments before planning support to meet people’s individual needs. . Staff were trained in a range of subjects to meet the needs of the service. Staff were supported and received regular supervision. Referrals to health and social care professionals were made when appropriate to ensure healthcare was monitored.

Staff provided support and guidance with nutritional needs. 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 gained consent before any intervention with the person.

People and relatives felt staff were caring in their approach with people. Staffing rotas were developed to ensure staff had time to complete planned care without being rushed. The culture within the service was one which promoted personalised care tailored to people’s needs. Staff respected people’s privacy and dignity ensuring their independence was promoted.

Care plans were individualised and contained information on how to support the person in a person centred way. Plans were in place to meet the person’s physical, mental, social and emotional well-being. The provider used a variety of methods to gain information when developing support plans. For example, information from family members and health and social care professionals. Where ever possible the person and their relatives were involved in how they preferred their support to be delivered.

The provider had a system and process in place to manage complaints. No complaints had been made to the service.

The provider had a quality assurance process in place to ensure the quality of the care provided was monitored. People and relatives views and opinions were sought and used in the monitoring of the service. The provider maintained links with and worked in partnership with organisations to ensure best practice and national guidance was incorporated into the quality of care provided. Staff felt the provider was open, approachable and supportive.