In Caring Hands provides care and support to people in their own homes. The majority of people who used the service, at the time of the inspection, were elderly, although the service also provided services to younger adults. The service provides help with people’s personal care needs primarily on the Roseland Peninsula on the south coast of Cornwall, and Truro and St Austell areas.

At the time of our inspection 37 people were receiving a personal care service. These services were funded either privately, through Cornwall Council or NHS funding.

There was a registered manager in post who was responsible for the day-to-day running of the service. 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 and associated Regulations about how the service is run.

We carried out this announced inspection on 16 and 17 May 2017. This was the service’s first inspection as it was first registered in January 2016.

People we spoke with told us they were positive about the support they received from the service. They said the service was, “Fantastic. They have never missed a day. They will always ring if they are going to be late,” “Very satisfied, everything is lovely,” and “I am 100% satisfied with the service.”

People told us they felt safe. Most staff had received training in how to recognise and report abuse. All were clear about how to report any concerns and were confident that any allegations made would be fully investigated to help ensure people were protected.

There were enough suitably qualified staff available to meet people’s needs. The service was flexible and responded to people’s changing needs. People told us they had a team of regular staff and mostly their visits were at the agreed times. Most people told us they had never experienced a missed care visit.

People received care from staff who knew them well, and had the knowledge and skills to meet their needs. People and their relatives spoke very highly of staff and typical comments included; “Nothing is too much trouble”, “There is nothing to complain about,” “They are nice and kind,” “Staff are nice and helpful,” and “All very nice people, they all do the best they can.”

Staff were knowledgeable about the people they cared for and knew how to recognise if people’s needs changed.

Staff were aware of people’s preferences and interests, as well as their health and support needs, which enabled them to provide a personalised service. Staff were kind and compassionate and treated people with dignity and respect.

The management had a clear understanding of the Mental Capacity Act 2005 and how to make sure people who did not have the mental capacity to make decisions

for themselves had their legal rights protected.

Staff told us there was good communication with the management of the service. Staff said management were, “Fantastic,” and “Very supportive.”

There were effective quality assurance systems in place. The service had an effective management team, and Care Quality Commission registration, and notification requirements had been complied with.

We have made two recommendations about staff induction procedures and training in relation to the Mental Capacity Act.