This inspection took place on 11 July 2018 and was announced. The provider was given 48 hours’ notice because the location provides a care at home service. We wanted to be sure that someone would be in to speak with us.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults. CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of the inspection the service were providing personal care to 19 people with a range of health and social care needs, such as people with a physical disability, sensory impairment or people living with dementia.

The service had a registered manager in place. 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 told us that they felt safe. Staff had a good understanding of their roles and responsibilities for identifying and reporting allegations of abuse and knew how to access policies and procedures regarding protecting people from abuse. Risks to people were assessed and monitored.

People's medicines were managed safely by staff. People were supported by staff who the provider checked were suitable to work with them. In addition, there were enough staff to care for people.

People were encouraged to live healthy lives and received food of their choice. People received support with their day to day healthcare needs.

Staff considered peoples capacity using the Mental Capacity Act 2005 (MCA) as guidance. People's capacity to make decisions had been assessed. 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 were trained in subjects relevant to the needs of the people who used the service and received regular supervision which enabled them to develop in their roles. Staff said they felt supported.

Staff spoke to people respectfully and treated them with dignity and respect. People felt that their privacy was respected and staff kept information confidential. People were involved in planning their support.

People's individuality was respected and people's preferences were taken into account when planning their care such as religion. There was an accessible complaints process in place which people knew how to use if they needed to however people told us that they hadn't needed to make a complaint.

People said that the registered manager was approachable and listened to them. Staff felt that the registered manager was open and they were able to raise any concerns and receive with a good response. The vision and values of the organisation were visible within the service and staff were proud to work at the service.

Quality assurance and information governance systems were in place to monitor the quality and safety of the service. People and relatives all told us that they were happy with the service provided and the way it was managed.