Mediline Home Care Lichfield Branch provides personal care support to people living in their own homes in the community. At the time of our inspection, 230 people were receiving support. The level of support provided varied dependent on people’s needs. Some people received support on a continuous basis throughout the day and at night. Other people received scheduled visits throughout the day to support them.

At our last inspection, we rated the service Good. At this inspection, we found the evidence continued to support the rating of Good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection. At this inspection, we found the service remained Good.

People continued to receive support in a safe way. Staff understood the procedures and practices in place protect people from harm. Sufficient staff were available to support people and risks to people were managed to reduce potential hazards. The provider followed safe recruitment processes. Where people required support from staff to take their medicines; this was provided in a safe way. When incidents occurred the registered manager took action to make improvements.

Staff understood their responsibilities in relation to hygiene and infection control.

People continued to receive effective support. Staff had the knowledge they needed to provide effective care and people’s support was delivered in line with good practice guidance. People’s physical health was monitored and support was provided when required. Where people were supported with their meals, this was done according to their choice. 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 continued to receive support that was caring. Staff provided care in a considerate and respectful way. People were involved in making decisions about their care. People’s privacy was respected and their dignity and independence was promoted.

People continued to receive support that was responsive to their individual needs, preferences and routines. People’s support plans were reviewed with them to ensure they remained relevant to their care needs and preferences. People knew how to raise any concerns or complaints, and these were responded to in a timely way.

The service continued to be well led. Staff were clear about their roles and responsibilities and felt supported by the registered manager and management team. People and staff were encouraged to give feedback about the service, and their views were acted on to make improvements when needed. The registered manager worked in partnership with external agencies to inform people’s care and systems were in place to drive ongoing service improvement.

Further information is in the detailed findings below.

We inspected this service on 9 and 10 March 2016. This was an announced inspection and we telephoned the provider two days’ prior to our inspection, in order to arrange home visits with people. This was the first inspection of this service.

The service provides care and domiciliary support for older people and people with a learning disability who live in their own home in and around Lichfield and Tamworth.

There was a registered manager in the service. 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. There was also a manager who supported staff on a daily basis and we were informed that it is their intention to make an application to become the new registered manager. We will refer to them as the manager within this report.

Positive and caring relationships had been developed between staff and people who used the service. People were treated with care and kindness and staff were friendly and respectful. People benefitted from having support from staff who had a good understanding of their individual needs.

People felt safe with staff members who were trained in safeguarding adults and understood how to protect people from abuse. Where staff suspected any abuse, they knew how to act to ensure people were protected from further harm. Checks were carried out prior to staff starting work, to ensure their suitability to work with people who used the service.

People had capacity to make decisions about their own care and their consent was sought before staff provided any care and support. Staff provided personalised care that people had requested and knew people well. The support people wanted was regularly reviewed to ensure it continued to meet their needs. Care records included assessment of risk and staff knew how to reduce the risk of potential harm. People usually received support from the same staff team and they knew who was providing their support in advance. The provider was flexible and responsive to changes for support times. There were sufficient numbers of staff to ensure visits were made when they should be and to meet people’s care needs.

People received their medicine and were supported to apply any creams or ointments they needed to maintain their health. People received the assistance they required to have enough to eat and drink.

People knew how to make a complaint if they needed to. People and staff were confident they could raise any concerns or issues with staff in the office and the registered manager, knowing they would be listened to and acted on.

There were processes to monitor the quality of the service provided and understand the experiences of people who used the service. People who used the service and staff felt involved and able to make suggestions to support the development of on-going improvements.