This announced inspection took place on 28 April 2017 with phone calls made to relatives of people using the service on 01 May 2017. The provider had 48 hours’ notice that an inspection would take place, so we could ensure staff would be available to answer any questions we had and provide the information that we needed.

This was our first inspection of this service since it had been registered with us on 08 May 2015. Previously the service had been dormant as regulated activities were not taking place.

Lorac Healthcare is registered to deliver personal care. They provide support to adults and children aged between 4-18 years living in their own homes. Some people using the service may have a physical disability, sensory impairment, learning disability or autism, mental health issues or dementia. At the time of the inspection two young people under the age of 18 were using the service.

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. The registered manager was available on the day of the inspection.

Quality assurance audits were carried out but these were not robust, so that it was unclear if any patterns or trends were developing, which may impact upon the service. Audits had not picked up on-going issues that may require action. People were happy with the service they received and felt the service was led in an appropriate way. Staff were supported in their roles.

Staff supported people safely. Staff understood the procedures they should follow if they witnessed or suspected that a person was being abused or harmed. People received the support they needed and their relatives were satisfied with the timings of calls. Staff had knowledge of the risks posed to people and supported them safely to minimise such risks.

Staff understood people’s needs and provided specific care and people’s preferences had been noted. Relatives knew how to raise complaints or concerns and felt that they would be listened to and the appropriate action would be taken.

Staff had the skills and knowledge required to support people effectively. Staff received an induction prior to them working for the service and they felt prepared to do their job. Staff could access on-going training and regular supervision to assist them in their role. Staff knew how to support people in line with the Mental Capacity Act and gained their consent before assisting or supporting them. Staff assisted people to access food and drink.

People and their relatives were involved in making their own decisions about their care and their own specific needs. People and their relatives felt listened to, had the information they needed and were consulted about their care. Staff provided dignified care and showed respect to people. People were encouraged to retain a high level of independence with staff there ready to support them if they needed help.