We carried out an announced inspection of the service on 30 November 2017. Hidmat Care Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It currently provides a service to older adults. All of the people currently using Hidmat Care Limited receive a regulated activity; 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.

The registered manager was present during the inspection. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

Hidmat Care Limited has been registered with the CQC since 31 January 2016; however they did not commence providing the regulated activity of personal care until 10 October 2017. Prior to this inspection we received some information of concern which meant we inspected this service earlier than we had planned to. We concluded during the inspection that the information we had received was not substantiated and we completed the first full inspection of this service since it had become registered with the CQC.

At the time of the inspection Hidmat Care Limited supported five people who received some element of support with their personal care.

Staff had not always been recruited safely. Some staff had received training in the safeguarding of adults but some staff were in the process of completing this training. Some of the risks to people’s safety had been assessed although some lacked specific detail about the people assessed needs.

People told us they felt safe when staff were in their home. People required minimal support from staff with their medicines, however where needed, medicine administration records were not always appropriately completed. Some staff had received infection control training and assessments of the environment people lived in were carried out to ensure they were safe.

People felt staff supported them effectively their physical, mental health and social needs. The registered manager had an awareness of current legislation and best practice guidelines. Not all staff had completed the required training to carry out their role; however, staff were in the process of doing so. People received minimal support with their meals and where staff support was needed this was done so effectively. The registered manager told us they would work with other health and social care agencies, when the need arose, to ensure people’s health needs were regularly monitored and transitions to other services were effective. 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 support this practice, however clearer documentation was required to ensure all decisions made clearly evidenced that they were in each person’s best interests.

People felt staff were kind, caring, respectful and treated them with dignity and respect. People felt able to make decisions about their care and support needs and were confident their views would be acted on appropriately. Staff had formed positive relationships with people and people’s diverse needs were respected. People were encouraged to do as much for themselves as possible. People were not currently provided with information about how they could access independent advocates.

People felt staff communicated well with them and felt confident when they raised any issues with the office based staff that these would be acted on. People were treated equally, without discrimination and their personalised preferences were recorded in their s