NEDCARE is a Community Interest Company which provides a domiciliary care service. It provides personal care and domestic support to young and older people living in their own homes in the Moretonhampstead area. It also supports people who may have a physical disability, a sensory impairment or who are living with dementia. Not everyone using NEDCARE receives a regulated activity. The Care Quality Commission (CQC) only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided.

At the time of the inspection the service was providing personal care to nine people. The service had a registered manager. A registered manager is a person who has registered with 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.

The service was registered with CQC in July 2017 and this was the service’s first inspection. The inspection took place on 2 and 3 July 2018 and both days were announced.

NEDCARE was a well-managed service. People received safe care and support from a caring staff team. The registered manager, management team and staff understood their role and responsibilities to keep people safe from harm. Staff had received safeguarding training and people were provided with information about how to raise a safeguarding concern. Risks to people’s health, safety and well-being were assessed and management plans were in place to keep people and staff safe.

Staff were recruited safely and there were enough staff to make sure people had the care and support they needed. People said they felt safe with the staff when receiving care. They said they had a regular staff team whom they had come to trust and know well. Staff were well trained and received training in health and safety topics as well as those relating to people’s care needs.

The service was responsive and people received individualised care and support. People were involved in planning their care and their feedback was used to develop and improve the service. Care plans were detailed and provided staff with important information about people’s care needs and how they wished to be supported. People were cared for by staff who knew them well. Staff treated people with dignity and respect.

The registered manager and staff understood the principles of the Mental Capacity Act (MCA) 2005 and people's rights were respected and protected.

People and relatives knew how to make a complaint but told us they had no reason to do so. The service had not received any complaints since it registered with CQC in July 2017.

The manager and staff had a good understanding of equality, diversity and human rights. The culture within the service was personalised and open. There was a clear management structure and staff felt well supported and listened to.

The vision and values of the service were clearly communicated to and understood by staff. A quality assurance system was in place. This meant the quality of service people received was monitored on a regular basis and where improvements were required, these were acted on. The service consulted with other care providers to learn and share good practice.