The inspection took place on 3 March 2017 and was unannounced. This was the first inspection of this service since it registered with us in September 2015.

I. & J. Williams Limited is registered to provide personal care services to people in their own homes. People using the service may have a range of needs including physical disability. On the day of the inspection, 25 people were receiving support. There was 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 felt safe and care staff knew how to keep them safe and had the training to do so. People were supported with their medicines has they wanted. The provider had recruitment systems in place to ensure only appropriate care staff were recruited.

Care staff were supported appropriately to ensure they had the skills and knowledge to meet people’s needs. The requirements of the Mental Capacity Act 2005 were being adhered to by the provider.

The support people received was provided to them by care staff who were kind and caring. People decided how care staff supported them. People’s privacy, dignity and independence was respected.

An assessment and support plan process was in place which involved people. The support people received was reviewed on a regular basis and involved people. The provider had a complaints process in place which people were aware of and knew how to use.

The provider carried out a quality assurance survey where people were able to share their views by completing a questionnaire. Spot checks and audits were taking place to enable the provider to identify areas of the service that needed to be improved.