About the service: Great North Home Care supports people to live independently. The service was providing personal care and support to two people living in their own homes at the time of inspection.

People’s experience of using this service: The registered manager and nominated individual had close oversight of the service. They ensured standards were maintained and people received a high quality of care from staff who knew them well. They played an active day to day role in the running of the service. Records were accurate, up to date and person-centred. Where there was scope for improvement, the registered manager was receptive to feedback. Auditing processes were not always in line with established best practice. We have made a recommendation about this.

They were supported by a team of dedicated staff who understood their roles and were well trained. People’s relatives spoke highly of the registered manager and nominated individual, as did staff. Staff had evidently developed strong bonds with people and feedback was consistently positive. Staff turnover was low and morale high.

People attended a range of activities, for instance going to the gym, and were encouraged to try new things.

Medicines administration was safe and staff had the appropriate skills and knowledge. Their competency was regularly assessed.

People were kept safe and staff were suitably trained in safeguarding principles and practice. There were no missed or significantly late calls evidenced during the inspection. No calls were shorter than the suggested good practice timescales and staff confirmed they had time to travel between visits to get to know people.

People’s capacity was assumed and staff acted in line with the Mental Capacity Act 2005. Appropriate training was in place.

Staff worked well with external healthcare professionals to help meet people’s changing needs. Relatives and external professionals spoke of their confidence in the registered manager and staff team.

Staff at all levels delivered compassionate, person-centred care in line with the provider’s literature. Staff praised the dedication of the management team. They received formal and informal support.

Plans were in place for how the service would be managed should it grow.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection: This is the first time we have inspected the service.

Why we inspected: We inspected the service in line with our scheduled programme of inspections.