The inspection took place on 09 and 10 August 2018 and was announced. We gave the service 48 hours' notice of the inspection visit because we wanted to give the provider enough time to prepare information we needed as part of our inspection process and to be able to contact people by telephone. This was the first inspection of this service since they re-registered with us in January 2018 after changing their address.

Inmind Community Support Services Limited is registered to provide personal care services to people in their own homes. This service is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to older adults and younger disabled adults. CQC does not regulate premises where people lived; this inspection looked at people's personal care and support.

On the day of the inspection there were 72 people 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 were supported by care staff trained to keep them safe. There were enough care staff to support people timely and where people needed support with their medicines this was done as it was prescribed. Care staff had the appropriate equipment to ensure people were supported safe from infection.

Care staff received the skills, knowledge and support to meet people’s needs. People were able to make choices and decisions about the support they received. The provider ensured they adhered to the principles of the Mental Capacity Act (2005).

People were supported by care staff who were compassionate and trustworthy. The provider ensured people were involved in the assessment of their needs and the support planning process. People’s privacy, dignity and independence was respected by care staff that supported them.

People’s views were listened to as part of how they were supported. Where people had a complaint, they were able to have their complaints dealt with appropriately and in a timely manner.

While the provider carried out spot checks they were not always consistently effective in identifying areas for improvement. Care records were not always clear and accurate enough to ensure care staff could support people consistently.

The provider ensured people were able to share their views on the service by completing a survey, however the outcome was not being shared with people.