This inspection took place on 1 August 2017 and was announced. Nurse Plus and Carer Plus (UK) Limited provide care and support for people living in their own homes. This was our first inspection at the service. At the time of this inspection the provider was providing the regulated activity ‘personal care’ to twelve people.

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 and associated Regulations about how the service is run.

The service had appropriate safeguarding adults and whistleblowing procedures in place and staff had a clear understanding of these procedures. Appropriate recruitment checks took place before staff started work. There was enough staff available to meet people’s care and support needs. Procedures were in place to support people where risks to their health and welfare had been identified. People were appropriately supported where required to take their medicines.

Staff had completed an induction when they started work and they had received training relevant to the needs of people using the service. The registered manager and staff had a good understanding of the Mental Capacity Act 2005 and acted according to this legislation. People’s care files included assessments relating to their dietary support needs. People had access to health care professionals when they needed them.

People and their relatives, where appropriate, had been involved in planning for their care needs. Care records included detailed information and guidance for staff about how people’s needs should be met. People’s privacy and dignity was respected. There was a matching process in place that ensured people were supported by staff that had the experience, skills and training to meet their needs. People knew about the complaints procedure and said they were confident their complaints would be fully investigated and action taken if necessary.

The provider recognised the importance of monitoring the quality of the service provided to people. They took into account the views of people using the service through monitoring visits and satisfaction surveys. They carried out unannounced spot checks to make sure people were being supported in line with their care plans. Staff said they enjoyed working at the service and they received good support from the registered manager, senior coordinator and office staff. There was an out of hours on call system in operation that ensured management support and advice was always available for staff when they needed it.