Our inspection took place on 19 July 2018 and was announced.

This was our first inspection of the service since the provider’s registration

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older people, and people with physical disability, sensory impairment, learning disabilities or dementia.

At the time of our inspection, nine people used the service and there were 15 staff.

The provider is required to have a registered manager as part of their conditions of registration. 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. At the time of our inspection, there was no manager registered with us. The manager had applied to register with us prior to our inspection, and was registered shortly after.

People were protected from abuse and neglect. Appropriate systems were in place to safeguard people from the risk of preventable harm. People’s care risks were appropriately assessed, mitigated and recorded. We found appropriate numbers of staff were deployed to meet people’s needs. People’s medicines were safely managed.

The service was compliant with the requirements of the Mental Capacity Act 2005 (MCA) and associated codes of practice. People were assisted to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems at the service supported this practice.

Staff support was very good and ensured workers had the necessary knowledge and skills to provide effective care for people. People’s care preferences, likes and dislikes were assessed, recorded and respected.

The service was very caring. There was complimentary feedback from people who used the service and their relatives. People and relatives were involved in care planning and reviews. People’s privacy and dignity was respected when care was provided to them.

Care plans were detailed and contained extensive person-centred information. This explained how staff could support people in the right way. We saw there was a complaints system in place which included the ability for people to contact any staff member or the management team. We have made a recommendation about communicating with people effectively in accordance with the Accessible Information Standard.

People, staff and others had very positive opinions about the management and leadership of the service. Staff described there was a good workplace culture. Audits and checks were used to monitor the safety and quality of care. People’s equality and diversity was respected, and their human rights were upheld. There was a strong connection between the service and health and social care agencies. We made a recommendation about equality and diversity inclusion in care practices.