The inspection took place on 14 and 15 November 2018. This was New Horizons Pvt Limited (New Horizons) first inspection by The Care Quality Commission (CQC). At the time of the inspection there was one person using the service.

New Horizons is a domiciliary care agency. It provides personal care to adults who require support with their mental wellbeing and for people with learning disabilities who are living in their own homes in the community. Not everyone using New Horizons receives regulated activity. 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.

The service had a registered manager. A registered manager is a person who has registered with the 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 person using the service told us that they felt safe with the service provided. Support workers had a good understanding of safeguarding, what their responsibilities were and could clearly tell us what action they would take if they had any concerns. Support workers received safeguarding

training to protect both adults and children.

The person’s care needs were assessed and a detailed person-centred care plan was in place to meet the person’s needs. Care was delivered by support workers who knew the person very well, promoted their independence and understood how to support them.

Where risks of potential harm had been identified we found that there were risk assessments in place that recorded actions staff could take to reduce the potential for harm.

Medicines were being administered and managed safely by trained and competent staff.

We saw that support workers supported the person to have maximum choice and control over their life. Support was delivered in the least restrictive way and encouraged the person’s independence.

Support workers understood their responsibilities in relation to respecting the person’s privacy and dignity.

There were enough support workers in place to provide safe and consistent care. We saw that the provider regularly reviewed the staffing levels to ensure care was provided by a consistent support team which meant that there were minimal changes to the person’s routine.

We observed that support workers had very positive relationships with the person and their relative.

Support workers were patient, kind and respectful. They took time to talk to the person and answered any questions. We saw that support workers were aware of how to respect privacy and dignity and sensitively supported the person to manage their emotional and personal care needs.

Robust recruitment systems were in place to ensure that suitable people were employed to work with vulnerable people.

A training programme was in place that enabled support workers to provide person-centred care.

Support workers received regular supervision and an annual appraisal which allowed the registered manager to plan any additional training to develop support workers practice.

The person using the service was supported to have maximum choice and control of their life and support workers supported them in the least restrictive way possible; the policies and systems in the service support this practice.

The service had an effective complaints process in place and this was effectively communicated to people. The service actively encouraged feedback about the service they provided.

There were systems in place for the provider to monitor and audit the quality of the service provided including an action plan showing any lessons learnt.