The Inspection took place on 16, 21, 23 May 2018 and 6 June 2018 and it was announced at short notice to ensure the registered manager was available.

Golden Keys Care Agency Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to adults in the local area. There were 49 people using the service at the time of this inspection.

This was the services first inspection. 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 responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People received their care and support safely. Care workers understood how to support people and knew how to protect them from the risk of harm. The service recruited people safely and employed sufficient care workers to meet people’s needs. People received their medicines safely as prescribed and the records were of a good standard. Care workers had a good understanding of how to minimise the risk of infection, they had been trained, and had access to personal protective equipment such as gloves and aprons.

People’s care needs had been assessed and their care plans reviewed as their needs changed. Care workers were well trained and supervised and they knew how to support people effectively. People were supported to eat enough food, and drink sufficient fluids. When necessary, care workers ensured people’s healthcare needs were met. The service worked well in partnership with other professionals to ensure that people received the health care support they needed.

The service worked in line with other legislation such as the Mental Capacity Act 2005 (MCA) to ensure that people had as much choice and control over their lives as possible. The service had carried out appropriate assessments in line with legislation.

People were supported by kind, caring and compassionate care workers. Their independence was encouraged as much as possible while minimising any risks to help keep them safe. People felt their care workers gave them the time they needed and respected their dignity and privacy. People and their relatives were very complimentary and said that care workers were trustworthy, professional and flexible. They told us they were kept involved in decision-making. Advocacy services were available if people needed them. An advocate supports a person to have an independent voice and enables them to express their views when they are unable to do so for themselves.

People received personalised care that was responsive to their needs and care plans and daily notes were detailed and informative. There was a good complaints procedure and people had confidence that any complaints would be dealt with quickly.

People felt the service was well led. They knew who the registered manager was, and had confidence in them. Care workers were well supported and happy in their work. The quality assurance systems were effective and the registered manager learnt from audits and investigations and made the necessary improvements. Confidential information was stored safely in line with data security standards.

Further information is in the detailed findings below.