About the service: Lincolnshire is a domiciliary care agency. It is registered to provide personal care for older people.

People’s experience of using this service: The provider did not have specific policies to help guide staff for some specialised areas of care.

Audits and checks to monitor the service were still being developed. The auditing of bed rail safety checks was not in place.

We found one person had undertaken shopping and domestic work for people using the service in emergencies, without them having any employment checks undertaken. The registered manager informed this practice would cease immediately.

The provider monitored the length of calls provided for people. The provider’s 'Client Guide' did not inform people that they would be charged for their call if staff were allowed to leave early if there was nothing more they wanted them to do. This information was also not in the staff handbook.

People told us they were satisfied with the service they received. Safeguarding policies and procedures were in place to help to protect people from harm and abuse. Staff followed infection prevention and control practices. Staffing levels were monitored and there were enough skilled and experienced staff to meet people’s needs. Risks to people’s wellbeing and in their home environments were identified to help protect all parties.

Staff received induction, training, and ongoing support through supervision and spot checks of their practice which helped them to support people.

Records confirmed people’s input and where they were unable to consent the provider followed appropriate legislation and best practice guidance to make sure care was delivered in people’s best interests.

Staff understood the importance of providing person-centred care and they developed positive relationships with people and their relatives. People received support from staff who encouraged their independence to live fulfilled lives free from unnecessary restriction.

People told us staff were caring and kind. People confirmed they made decisions about their care and support. Information was provided to people in a format they could understand that complied with the Accessible Information Standard.

Where necessary, staff contacted healthcare professionals for advice and guidance to protect people’s wellbeing. People’s independence was promoted and encouraged and their dietary needs were met. End of life care was provided for people by the service. Concerns and complaints raised were dealt with appropriately.

The provider continued to develop audits and checks to monitor the quality of service provided. People using the service, their relatives and staff had the opportunity to provide feedback. Data security was maintained.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk.

Rating at last inspection: This was the first inspection of this service.

Why we inspected: We inspected the service in response to concerns that the Commission had received relating to recruitment, infection control, length of calls and the care provided for some people.

Follow up: We will continue to monitor this service and inspect in line with our re-inspection schedule or sooner if we receive information of concern.