This announced inspection took place at the provider’s office on 30 March 2017 with phone calls undertaken to people with experience of the service on 3 April 2017. This was the first inspection of the service.

Midcare Services Ltd are registered to deliver personal care. They provide domiciliary care to younger and older adults living in their own homes, who may be living with dementia and/ or a physical disability. At the time of our inspection three people were receiving personal care from the provider.

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.

People were provided with support that was safe and protected them from harm. Assessments were undertaken to identify any issues that may put people using the service at risk and care staff were aware of these. The provider ensured consistency of the care staff supporting people. Recruitment practices were comprehensive and ensured as far as possible that staff employed were safe to work with people. People were supported effectively with their medicines.

Care staff had the skills and knowledge required to support people effectively. The provider ensured all new staff had an induction and their training prepared and supported them to work with people effectively. Care staff knew how to support people in line with the Mental Capacity Act and gained their consent before assisting them. Staff knew who to contact should they have any concerns about the health of the people they were supporting.

People’s preferences for how they wished to receive support were known and considered by care staff. People were involved in making decisions about their care and how it was to be delivered. Care staff provided support respectfully in a way that maintained people’s dignity. People were encouraged to maintain their optimum level of independence by care staff.

Care staff were knowledgeable about people’s needs and knew the importance of providing them with personalised care, that met their preferences. Care staff considered all aspects of people’s well-being when supporting them and knew how any more diverse needs should be met. People knew how to raise complaints or concerns and had confidence that the appropriate action would be taken.

People were happy with the support they received and felt the service was led and managed well. Care staff were well supported in their role. A culture of openness and support for all individuals involved in the service was promoted. The provider encouraged people to share their views about the care they received. The provider had all the necessary knowledge and systems in place to ensure the service provided was monitored regularly to check its quality and safety.