This announced inspection took place on 18 January 2017 with phone calls made to people using the service and their relatives on 19 January 2017. The provider had 48 hours’ notice that an inspection would take place, so we could ensure staff would be available to answer any questions we had and provide the information that we needed.

This was our first inspection of this service since it had been registered with us in October 2015.

Newbury Care Services are registered to deliver personal care. They provide support to adults living in their own homes. Five people were currently using the service.

The service had a registered manager. 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 not available on the day of the inspection.

Staff supported people in a way that made them feel safe. Staff understood the procedures they should follow if they witnessed or suspected that a person was being abused or harmed. Criminal records checks were undertaken before staff were able to begin their role, however where concerns were detailed on criminal checks no risk assessments were in place. People received the support they needed and were satisfied with the timings of calls. Staff had knowledge of the risks posed to people and supported them safely.

Staff understood people’s needs and provided specific care, however it was not always clear in the documentation that people’s preferences had been noted and no history of the person had been provided. People knew how to raise complaints or concerns and felt that they would be listened to and the appropriate action would be taken.

People were happy with the service they received and felt the service was led in an appropriate way. Staff were supported in their roles. Staff felt that their views or opinions were listened to. Quality assurance audits were not carried out appropriately.

Staff had the skills and knowledge required to support people effectively. Staff received an induction prior to them working for the service and they felt prepared to do their job. Staff could access on-going training and regular supervision to assist them in their role. Staff knew how to support people in line with the Mental Capacity Act and gained their consent before assisting or supporting them. Staff assisted people to access food and drink and encouraged people to eat healthily.

People were involved in making their own decisions about their care and their own specific needs. People felt listened to, had the information they needed and were consulted about their care. Staff provided dignified care and showed respect to people. People were encouraged to retain a high level of independence with staff there ready to support them if they needed help.