BMF Social Care – New Charlton is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a personal service to both older adults and younger disabled adults. At the time of our inspection six people were using the service. The inspection took place on 7 November 2017 and was announced.

At the last inspection on 18 October 2016, we asked the provider to take action to make improvements to medicine management, risk assessment and management, quality assurance systems and how they obtained consent from people. The service sent us an action plan on how they would make the required improvements. At this inspection, we found the action plan had been completed.

The service had 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.

The registered manager was experienced and complied with their registration requirements. People, relatives and staff told us the registered manager listened to them.

The service had policies and procedures in place to protect people from the risk of abuse. Staff were trained on safeguarding adults from abuse and they knew what actions to take if they suspected abuse had occurred. Staff knew how to whistle-blow if necessary to protect people.

Risk assessments were carried out and management plans put in place to mitigate identified risks to people. Care visits were appropriately covered so people received the support they needed from staff. Staff recruited to work with people underwent checks to ensure they were suitable for their roles.

People were supported to manage their medicines safely. Staff were trained and followed good infection control procedures. The service had a system for reporting incidents. These were reviewed by the registered manager and actions put in place to prevent reoccurrence and to ensure lessons were learned.

People’s care needs were assessed and care plans developed on how identified needs would be met. People were supported by staff who were trained, skilled and knowledgeable. Staff supported people with their nutritional needs.

The service worked with a range of health and social care professionals to meet people’s needs. People had access to healthcare services they needed to maintain their health and staff supported them to attend their appointments.

Staff and the registered manager understood their roles and responsibilities under the Mental Capacity Act (MCA) 2005. 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 support this practice. People consented to their care before they were delivered.

People and their relatives told us that staff were kind and caring towards them. Staff involved people in day-to-day decisions about their care. Staff respected people’s dignity and privacy. People were encouraged to maintain their independence as much as possible. Staff knew people well and how to support them with their needs.

The service tailored people’s care and support to meet their individual needs and requirements. The service promoted people’s religious beliefs and culture and supported them to maintain these. Staff supported people to maintain an active lifestyle and to participate in activities they enjoy.

People and their relatives knew how to complain if they were unhappy about the service. People were asked for their views about the service. These were used to improve the service.

The service carried out various checks to assess the quality of care provided to people. Where required, they put action plans in place to improve shortfalls identified. The service worked in partn

This inspection took place on 18 October 2016 and was announced. This was the provider’s first inspection since their registration. BMF Social Care provides personal care to people in their own homes. At the time of this inspection eleven people were using the service.

The service had 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.

During our inspection we found breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. The provider’s did not have effective processes in place to monitor and reduce risks to the health, safety and welfare of people. Risk assessments had not always been conducted or reviewed in line with the provider’s policy to ensure they reflected people’s current needs. Full information about CQC’s regulatory response to any concerns found during inspections is added to reports after any representations and appeals have been concluded.

Medicines were not always safely managed in that appropriate records were not always kept where people were supported with medicines. You can see the action we have asked the provider to take at the back of the full version of the report.

We found that improvement was required because the registered manager and staff were not always aware of the requirements of the Mental Capacity Act 2005 (MCA) when obtaining consent from people. Mental capacity assessments relating to specific decision making areas were not always in place where required, and staff had not received MCA training. This meant there was a risk that people’s freedoms may be infringed because consent had not been always been appropriately obtained.

Staff understood how to safeguard the people they supported and keep them safe. The provider had taken appropriate steps to ensure safe recruitment processes were in place. There was a whistle-blowing procedure in place and staff were aware to follow it if required. There were enough staff to meet people’s care and support needs.

Staff completed an induction when they started work and undertook training in line with the provider’s mandatory requirements. People were supported to maintain a balanced diet and to access healthcare professionals as and when required.

People were treated with dignity and respect, and their privacy was taken into account. People and their relatives, where appropriate were involved in decisions about their care. People's care plans provided guidance for staff on how to support people to meet their needs. The provider had a complaints policy in place and people were confident that complaints would be dealt with appropriately.

Staff said they enjoyed working at the service and that they received good support from management. The provider had processes in place to seek appropriate feedback from people and other professionals.