This comprehensive inspection took place on 5 October 2017. This was the first inspection since the provider registered the service with the Care Quality Commission in January 2016.

Kare Plus Romford is based in Hornchurch, Essex and delivers personal care to people in their own homes within the London Borough of Havering. At the time of our inspection, 11 people were using the service. The service employs 15 care staff who visited people living in the community.

The service had a registered manager who had been in post for four months 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 care homes, 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 received care at home from staff who understood their needs. They had their individual risks assessed and staff were aware of how to manage these risks.

Care plans provided staff with information about each person’s individual preferences and how to meet these. We have made a recommendation about the provider’s care plans to ensure they were more detailed and personalised.

A complaints procedure was in place. People and their relatives knew how to complain and give feedback about their care. We have made a recommendation about the provider’s complaints procedures.

Systems were in place to ensure people were protected from the risk of abuse. Staff were able to identify different types of abuse and knew how to report any concerns.

The provider had sufficient numbers of staff available to provide support to people. Appropriate recruitment checks were carried out before staff started work, including with the Disclosure and Barring Service.

They provided safe care in people’s homes. Staff had received training on handling medicines. When required, staff administered people’s medicines and recorded this on Medicine Administration Records (MAR).

Staff received training that was important for them to be able to carry out their roles. They told us that they received support and encouragement from the registered manager and were provided opportunities to develop.

Staff were able to raise any concerns and were confident that they would be addressed by the management team.

People were treated with respect and their privacy and dignity were maintained. They were listened to by staff and were involved in making decisions about their care and support.

People were supported to meet their nutritional needs. They were registered with health care professionals and staff contacted them in emergencies.

The provider was committed to developing the service and introducing technologies to support staff in their work. We have made a recommendation about using appropriate language in daily log notes.

The management team worked together to develop the service and monitor the quality of care provided to people. They carried out regular checks and audits on staff providing care in people’s homes and took action where necessary to improve their performance. Feedback was received from people, staff and relatives and their views were analysed to ensure the service made further quality improvements.