This announced inspection took place on 31 August 2017, 1 and 8 September 2017. Mayfair Homecare provides a domiciliary care service to enable people living in Basingstoke and the surrounding areas to maintain their independence at home. At the time of our inspection there were 92 people using the service, who had a range of health and social care needs. Some people were being supported to live with dementia, whilst others were supported with specific health conditions and mental health diagnoses. At the time of the inspection the provider deployed 35 staff to care for people and meet their individual needs.

The service had a registered manager who was appointed on 24 June 2016. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

People valued their relationships with their allocated staff and felt that they consistently went ‘the extra mile’ for them, when providing care and support. As a result, they felt really cared for and that they mattered.

The service consistently provided outstanding end of life care which ensured people experienced a comfortable, dignified and pain-free death. Staff also cared for and supported the people that matter to the person who was dying with empathy and understanding.

People were supported by staff who made them feel safe. People and relatives told us the continuity and consistency of staff was very good, which reassured them and lessened their anxiety. People were kept safe by staff who understood their roles and responsibilities in relation to safeguarding procedures and how to protect people from harm and abuse.

People’s support plans and risk assessments identified how potential risks should be managed to reduce the likelihood of harm occurring to people. Staff understood the risks to people and provided their care safely in accordance with their support plans.

The registered manager and care coordinator completed a daily staffing analysis to ensure there were sufficient staff available to meet people’s needs. Staff had undergone relevant pre-employment checks as part of their recruitment, which had been verified by the provider. People were protected from harm because the provider had assured that staff employed were of suitable character to support people safely.

People’s medicines were administered safely, by trained staff who had their competency to do so regularly assessed by managers.

Staff had the required skills and knowledge to provide the support people needed. Records demonstrated that required staff training was up to date which ensured that staff had been supported to gain the necessary skills required to meet people’s needs and to maintain them.

The management team effectively operated a system of spot checks, supervision, appraisal and monthly meetings which supported staff to deliver care based on best practice.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice

People were protected from the risks of malnutrition and supported to eat a healthy diet of their choice, by staff who had completed training in relation to food hygiene and safety.

Staff demonstrated concern for people’s wellbeing in a meaningful way and responded to their healthcare needs quickly when required.

Staff had developed caring relationships with people and knew about peoples’ needs and the challenges they faced. Staff understood people’s care plans and the events that had informed them.

The registered manager was committed to ensuring people were involved as much as they were able to be in the planning of their own care. There was guidance for staff ab