The inspection took place on 8 February 2017 and was announced.

Mortimer Homecare Limited is registered to provide personal care to people living in their own homes. There were 18 people using the service on the day of our inspection.

The service is required to have a registered manager and had one in post at the time of our inspection. 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 protected from harm and abuse by staff who understood how to recognise and report safeguarding concerns. The provider assessed the risks related to people’s care and support needs and implemented plans to reduce these. People were involved in decisions about risks that affected them. They received a consistent service from staff whose suitability had been assessed by the provider. People received safe support and assistance from staff with their medicines where they needed this.

People were supported by staff with the necessary knowledge and skills to meet their needs. The provider assessed people’s dietary and nutritional requirements and any help they required with meal preparation. Staff played a positive role in helping people to maintain their health and access healthcare services.

Staff supported people with kindness, compassion and a willingness to go the extra mile. The provider encouraged and supported people to share their views and be involved in decision-making about their care. Staff treated people with dignity and respect.

People received care and support that was tailored to their individual needs and preferences. Staff understood the need to follow people’s care plans. People and their relatives knew how to raise a complaint with the provider, and were comfortable doing so. The provider had implemented procedures to ensure all complaints and concerns were dealt with properly.

The provider promoted a positive and inclusive culture within the service. People and their relatives had a positive relationship with the management team. Staff benefited from clear leadership and direction, and knew what was expected of them. The provider used quality assurance checks and audits to drive improvement in the service.