The inspection took place on 3 December 2018. We gave the service 48 hours’ notice of the inspection visit because it is small and the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.

This service is a domiciliary care agency that provides personal care and domestic support to people living in their own houses and flats in the community. It provides a service to older adults. This inspection only looked at how people’s personal care and support were being provided. At the time of the inspection there were eight people using the service receiving personal care.

Home Instead was registered as a new service on 4 December 2017. This was the first inspection of the service. There was a registered manager, registered on 14 December 2017. 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 said they felt safe using Home Instead. They were protected through the safe recruitment of staff and a consistent staff team, which were able to provide care and support at the person’s own pace and the times they chose.

Staff had a good understanding of how to protect people from abuse and discrimination. They were aware that any concerns could be taken to the registered manager and the local authority safeguarding adults’ team.

Individual risks were understood and managed. Each person had in-depth risk assessments in place and where necessary, a care plan describing how to mitigate the risk.

Staff used hygienic practice when providing personal care, which reduced the possibility of cross contamination.

People were prompted to take their medicines as prescribed. All staff received training in the safe handling of medicines.

There were arrangements in place to ensure people’s safety should there be an emergency, such as poor weather.

Staff were trained and supported to be skilled and competent. Their competence was under regular review.

People’s legal rights were upheld. Staff understood that people must be offered choice and must consent to the care they received.

People were supported to eat and drink to maintain their health. Any health concern was effectively followed up.

Staff were considered to be kind and respectful. People’s privacy, dignity, and independence was promoted.

People had an in-depth assessment of their needs and wishes. Care plans were detailed, complete and enabled staff to understand important aspects of the person they were caring for.

People views were sought and they were confident that any complaint would be dealt with effectively.

The registered manager and provider were committed to people’s care and welfare. Their service put the person at the heart of the care provided and the quality of the service was closely monitored. Staff said they were proud to work for Home Instead.