This announced inspection took place on 27 July 2017. Leah Victoria Cares Ltd provides personal care to people in their own homes. The service provided companionship services and other support activities to people which the Care Quality Commission does not regulate. At the time of the inspection, the service was delivering care to five people.

This is the first inspection of the service since registering with the Care Quality Commission in June 2016.

The service had a 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.

We found the service to be exceptionally caring. People using the service and their relatives and healthcare professionals provided highly complimentary feedback about how compassionate and dedicated the staff were. People’s care often went beyond expectations and what was required of staff. Staff were exceptionally kind and understanding of the needs of people using the service.

People using the service were involved in planning and making decisions about their care. Staff were creative in how they provided care and ensured people felt valued by the service. The registered manager and staff extended call visit times if a person was unwell or could benefit from companionship.

People gave consent to care and treatment. People had their care and support delivered in line with the requirements of the Mental Capacity Act 2005. Staff treated people with respect and maintained their privacy and dignity.

People received safe care provided by the service. Staff understood how to protect people from potential abuse. Training in safeguarding adults enabled staff to identify abuse and understand their responsibilities to report any concerns about people’s welfare.

People using the service received care from a sufficient number of qualified and suitably vetted staff. Staff identified risks to people’s welfare in partnership with them, their families where appropriate and healthcare professionals. Staff followed guidance in place to support each person safely and in line with their individual needs.

People using the service received care from staff who had the support required to undertake their roles. The support provided to staff included an induction, regular training and supervisions which equipped them with the skills and knowledge required for their roles.

People using the service received support to maintain their health and to access healthcare services when needed. Staff supported people to eat and drink healthily and safely and to have their nutritional needs met.

People’s feedback about the service enabled the registered manager to improve on the quality of care delivered. People using the service and their relatives knew how to make a complaint if they were unhappy about the standard of care provided.

Checks and audits carried out on the service empowered the registered manager to identify and act on shortfalls identified to improve people’s care. People using the service and staff knew the registered manager and were happy with the managing of the service and delivery of care. A positive culture at the service focused on people’s individual needs. There was a close partnership with external agencies to improve the quality of service provision.