The inspection took place on 21 March 2017 and was announced. The provider was given 48 hour notice because the location provides a domiciliary care service and we needed to be sure that someone would be in the office.

Millies Care and Support Agency Limited provides a variety of services in areas such as assistance with personal care, domestic tasks, help with medication and shopping. There were 106 people receiving support with personal care.

This was the first rated inspection of the service since it was registered with us.

There was a registered manager in post. 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.

Staff were aware of and had been trained in safeguarding procedures to help protect the health and welfare of people who used the service.

Risk assessments for health needs or environmental hazards helped protect the health and welfare of people who used the service but did not restrict their lifestyles.

Staff were trained in the administration of medicines and the registered manager checked the records to help identify any errors and keep people safe.

People were supported to take a healthy diet if required and staff were trained in food safety.

Care plans were personalised to each person and showed staff had taken account of their wishes. Care plan were regularly reviewed to show that they were up to date.

The agency asked for people’s views around how the service was performing to improve the quality of the service.

There was a complaints procedure for people to make their views known. People received information on how to make complaints.

We observed a good rapport between people who used the service and staff. We saw that staff knew people well and understand their needs.

Staff were recruited using satisfactory recruitment procedures to help minimise the risk of abuse to people who used the service.

Staff received an induction and were supported when they commenced work to become competent to work with vulnerable people. Staff were well trained and supervised to feel confident within their roles. Staff were encouraged to take further training in health and social care topics.

Management undertook regular audits to ensure the service was running well.

There was an on call service for people to contact out of normal working hours when needed.

People who used the service thought the registered manager and staff were accessible and available to talk to when needed.

Staff were trained in infection prevention and control and issued with personal equipment to help protect the health and welfare of people who used the service and themselves.