The inspection was announced and carried out on 31 October and 7 November 2018.

Jasmine Care South East is a domiciliary care agency. It provides personal care to people living in their own homes in the community. It provides a service to older adults. The service provides additional services such as cleaning and shopping. Not everyone using Jasmine Care South East 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 take into account any wider social care provided. At the time of our inspection, the service was supporting 11 people.

At the last comprehensive inspection on 5 and 7 March 2018 the overall rating of the service was, ‘Requires Improvement’. We found four breaches of the regulations; Regulation 12, medicines had not been handled safely; Regulation 13, people had not always been protected from the potential risk of harm and abuse; Regulation 17, the provider had failed to operate effective quality assurance systems and Regulation 19, safe recruitment practices had not been followed to make sure people were protected from the risk of unsafe staff.

We made six recommendations for good practice; to make sure the data recorded regarding staff training is accurate; the provider addresses and records any concerns that are raised by staff, during supervision; the provider to obtain up to date information about the Local Authority Safeguarding protocol and procedures; the provider to make sure that the requirements of the Mental Capacity Act 2005 have been understood by the staff and complied with; the provider to develop a system to ensure people’s daily care records are available and audited on a regular basis; the provider uses concerns or complaints as a way to improve the quality of care they provide to people and the provider reviews the policies and procedures to ensure they are readily available for staff to access.

Following the last inspection, we asked the provider to complete an action plan stating what improvements they intended to make and by when to address our concerns. After the inspection the provider wrote to us to tell us they had made the necessary improvements

At this inspection we found that improvements had been made.

The provider had suitable processes in place to safeguard people from different forms of abuse. They knew what their responsibilities were in relation to keeping people safe from the risk of abuse. The provider recognised the signs of abuse and what to look out for. There were systems in place to support staff and people to stay safe.

The provider assessed people’s needs on their first visit to the person, and then by asking people if they were happy with the care they received. People were supported to plan their support and they received a service that was based on their personal needs and wishes, however records of support. The service was flexible and responded positively to changes in people’s needs. Some people were supported by their family members to discuss their care needs, if this was their choice to do so. People could express their opinions and views and they were encouraged and supported to have their voices heard.

Care plans contained information about people’s likes, dislikes and personal histories. People told us the staff were friendly and kind. Staff understood the importance of maintaining people’s privacy and dignity, whilst encouraging people to do as much for themselves as possible. People were supported to remain as healthy as possible. People were encouraged to make everyday choices about their lives. Staff asked people for their consent prior to offering care and support.

People were supported with meal planning, preparation, eating and drinking if and when required.

Staff supported people, by contacting the office to alert the provider, to any identified health needs so that their doctor or nurse could be

This inspection was carried out on the 5 and 7 March 2018. The inspection was announced.

Jasmine Care South East is a domiciliary care agency. It provides personal care to people living in their own homes in the community. It provides a service to older adults. The agency provides additional services such as cleaning and shopping. Not everyone using Jasmine Care South East 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 take into account any wider social care provided. This was the first comprehensive inspection since the agency was registered on 24 January 2017. At the time of our inspection, the agency supported 16 people; however, only six of these people received personal care.

The provider who owned the agency was also the registered manager. 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.

Staff were not recruited safely to ensure they were suitable to work with people who needed care and support.

Potential safeguarding concerns had not been reported to the local authority safeguarding team, leaving people at the potential risk of abuse. People told us that their care calls were often late and they felt staff were rushing in and out at times.

Medicines were not always managed safely. Records had not always evidenced that people had received their medicines as prescribed. Records were not clear what medicines staff were administering to people.

Systems were not in place to monitor the quality of the service that was provided to people. A new schedule of audits had been developed by the registered manager, however, this had not had the opportunity to be consistently used or embedded.

Staff received feedback from the registered manager through checks during their working day. Supervision meetings were held between staff and their line manager. However, issues that staff had raised had not always been acted on. We have made a recommendation about this.

Staff had been trained to meet the needs of people. However, training records did not always match the certificates. We have made a recommendation about this.

People’s needs were assessed prior to receiving support from the agency. Care plans were developed with people and included guidance for staff on how to meet their needs. People had visit plans in place for staff to follow, these were individualised and informed staff how people wanted their needs met. Daily notes that were completed by staff at the end of the call had not always been checked and audited. We have made a recommendation about this.

There was a complaints policy and procedure in place, however, complaints that had been raised had not been used to learn and improve the quality of the service that was provided to people. We have made a recommendation about this.

Care plans contained information about people’s likes, dislikes and personal histories. People told us the staff were friendly and kind. Staff understood the importance of maintaining people’s privacy and dignity, whilst encouraging people to do as much for themselves as possible. People were supported to remain as healthy as possible.

Potential risks to people and staff had been assessed, actions were put into place to minimise any potential risk. An assessment was undertaken of the persons’ home and any potential risks prior to the agency starting to offer support.

People’s personal information had been stored securely within the registered office, this protected people’s confidentiality.

People were encouraged to make everyday choices about their lives. Staff asked people for their consent prior to off