We inspected this service on 27 March 2017. This inspection was announced. This meant the provider and staff knew we would be visiting the service’s office before we arrived. There were 60 people in receipt of personal care support at the time of this inspection visit. This was the first inspection since the provider’s registration on the 6 April 2016.

The service had a registered manager in post. 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 received their calls as agreed and in general from a consistent staff team. Staff supported people to make their own decisions. When people were unable to consent, assessments had been undertaken to ensure they were supported in their best interests and with the involvement of their family. The delivery of care was tailored to meet people’s individual needs and preferences.

People were protected from abuse as staff understood what constituted abuse or poor practice and their role in reporting concerns. The provider had systems and processes in place to protect people from the risk of harm. Checks on staff were done before they started work to ensure they were suitable to support people. Medicines were managed safely and people were supported to take their medicine when needed.

People were supported by staff that received training to develop their skills and safely support the people they worked with. Staff were provided with supervision by the management team to monitor their conduct and support their professional development.

People’s needs were assessed and care plans were developed with them to direct staff on how to support them in their preferred way. When needed people were supported to maintain their dietary requirements and preferences and to access healthcare services.

Quality monitoring checks were completed by the registered manager and provider and when needed action was taken to make improvements. The provider sought the opinions of people and their representatives to bring about improvements. People knew how to complain and we saw when complaints were made these were addressed. The provider understood their responsibilities around registration with us.