The inspection took place on the 12 June 2018. The provider was given 24 hours’ notice of the inspection, as this is a small service where people are often out during the day and we needed to make sure that the registered manager would be available to meet us. This is the first inspection since the service was re-registered under a new name in May 2017.

This service is a domiciliary care agency. It provides personal care to older adults living in their own houses and flats in the community. It currently provides personal care to 23 people who live in their own homes.

There was 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.’

People were cared for safely and staff understood their responsibilities to safeguard people. Care needs were identified and plans put in place to reduce the risk of harm from known risks. There were sufficient knowledgeable and skilled staff to meet people’s needs and they worked together as a team. Medicines were managed safely and staff were trained to administer them. Staff took adequate precautions to reduce the spread of infection and keep people save from harm.

Staff received specialist training that enabled them to care for people’s complex needs. People were supported to maintain a nutritious and healthy diet and steps were taken to monitor this if there were concerns about a person’s health. Staff had positive and constructive partnerships with local community health services and supported people to access specialist care when they needed it. Staff sought consent from people and worked within the principles of the Mental Capacity Act 2005.

People were cared for by staff who were kind and compassionate. Staff developed positive and supportive relationships with people based on equality and respect. People were involved in planning their care and their views and preferences were known to staff. People were cared for in ways that promoted their independence and dignity.

Staff were very responsive to the changing needs of people. People were overwhelmingly positive about their care and they were encouraged to feedback to the management team. People’s wishes and preferences regarding their end of life support were known to staff and they were followed, where possible.

The service was very well led and there was a positive, person-centred and inclusive culture. The quality assurance systems in place ensured that continuous improvement was central to all learning and development. There were clear lines of accountability and staff were supported in their roles. There were constructive partnerships with local community services which ensured people received holistic care and support.