We carried out an announced inspection of the service on 23 October 2018. Human Support Group - Nottingham 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 and younger adults. Not everyone using the service receives 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 consider any wider social care provided.

There was a registered manager in post at the time of our inspection. 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 the inspection, 91 people received some element of support with their personal care. This was the service’s first inspection under its current registration.

People felt safe when staff supported them. Staff understood how to identify and act on allegations of abuse and neglect. There were enough staff in place to ensure that most calls were carried out on time. The risks to people’s safety were appropriately assessed and acted on. Robust staff recruitment procedures were in place. People’s medicines were managed safely and staff understood how to reduce the risk of the spread of infection. The provider had processes in place to investigate accidents and incidents and to learn from mistakes.

More work was needed to ensure people were supported to have maximum choice and control of their lives. Staff supported people in the least restrictive way possible; the policies and systems in the service support this practice. People’s care was provided in line with current legislation and best practice guidelines. However, further guidance was needed in some care planning records for people with diabetes.

People felt staff were well trained and in the majority of cases understood how to support them. Where needed, people received effective support from staff with their meals. People had access to other health and social care agencies when professional input was needed.

People liked the staff. They were treated with kindness, respect and dignity and people felt they had a caring approach. People could speak with staff and tell them how they wanted to be supported. Independence was widely encouraged and people’s records were stored safely and in line with data protection legislation.

People were assessed before joining the service to ensure their needs could be met. People’s care records were person centred and people received the support they wanted. People’s diverse needs were discussed with them and respected. People had not felt the need to make a formal complaint, however processes were in place to respond to complaints appropriately. End of life care was not currently provided.

Overall, the service was well-led. The registered manager had the support they needed to manage the service well and to ensure people received high quality care and support. Staff felt valued and enjoyed their role. People’s views were requested about the how the service could improve and action was taken where needed. Quality assurance processes were in place to address any areas for improvement and development.