We inspected Golden Services Care Limited on 16 May 2017. Golden Services Care Limited is a domiciliary care agency which provides support to people who live in their own homes. At the time of our visit 45 people received personal care.

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 were exceptionally complimentary about the care provided and told us staff were ‘absolutely wonderful’ and that they ‘could not wish for better ones’. People were supported by regular staff that knew them well and used the information they had to enhance people’s lives. People told us staff always treated them with dignity and respect. People benefitted from compassionate and caring staff that were enthusiastic about their roles and aimed to provide support in a kind and empathetic way.

The registered manager ensured staff were continually developed so this approach could be sustained. The registered manager went out of their way to ensure that the people and the staff were compatible which contributed to people being able to develop meaningful and caring relationships with staff.

People were supported to live their life in an independent way and told us they would not be able to manage without the commitment and kindness they had from the staff. Where people reached their end of life stage the staff worked with various professionals, such as hospice teams to ensure people received a holistic approach that ensured a pain free and dignified death.

People told us they were safe. Risks to people’s well-being were assessed and recorded. Staff knew how to report any safeguarding concerns and they were confident the registered manager would take appropriate action when needed. Where people needed assistance with taking their medicine this was monitored and carried out safely.

People were supported by regular staff and complimented their reliability and punctuality. The registered manager ensured appropriate checks were carried out before staff started working with people to ensure they were suitable to work with vulnerable people.

People were supported by staff that had the right skills and knowledge to fulfil their roles effectively. Staff told us they were well supported by the management. The team worked closely with various local social and health care professionals. People were supported to meet their nutritional needs and maintain a various diet.

The Care Quality Commission (CQC) is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS) and report on what we find. 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.

People’s needs were assessed prior to commencement of the service to ensure staff were able to meet people’s needs. People’s care plans gave details of support required and were updated when people’s needs changed. People knew how to complain but they told us they never had to as any minor issued were addressed immediately. The registered manager ensured people’s feedback was sought and they carried out regular quality review visits to enable people to provide their views about the service.

People, their relatives and external professionals told us they felt the service was well run. The registered manager promoted a positive, transparent and open culture. Staff told us they worked well as a team and felt valued. The registered manager had systems in place to ensure the service delivery was monitored and they ensured they acted on feedback from people where required.