About the service: Pegail Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults, including people living with dementia, and younger disabled adults. The service was supporting 11 people with personal care at the time of the inspection.

Not everyone using Pegail Ltd 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.

People’s experience of using this service:

¿The provider had not ensured that we were notified of all safeguarding incidents, which they are required by law to do.

¿The provider had not ensured that references, to evidence good character, were sought and received before staff begin working at the service.

¿We have made recommendation that the provider reviews their quality assurance processes to ensure they support evaluation and oversight of the service provided

¿People told us they felt safe with staff and the service. One person said, “I am quite happy with it, no complaints really.” Staff had training in safeguarding and understood how to report concerns.

¿People told us their care visits were usually on time. One person said, “It all works reasonably well.”

¿People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

¿When things went wrong, the registered manager and staff had learnt lessons and made changes.

¿People’s needs were assessed before they started using the service. People’s needs and support were regularly reviewed.

¿Risks to people were considered and planned for. When staff needed to use equipment to support people this was clearly planned for.

¿People’s opinions on the service provided were asked for and acted on.

¿Staff understood their roles and responsibilities. They were supported with regular supervision and spot checks during care visits.

Rating at last inspection: The service registered with the Care Quality Commission on 12 February 2018 and this is their first inspection.

Why we inspected: This was a planned comprehensive inspection, following the registration of the location.

Enforcement: There were two breaches of regulation. One was a breach of the Care Quality Commission (Registration) Regulations 2009 and the other a breach of Health and Social Care Act (Regulated Activities) Regulations 2014. Please see the 'action we have told the provider to take' section towards the end of the report.

Follow up: We will continue to monitor the intelligence we receive about this home and plan to inspect in line with our re-inspection schedule for those services rated Requires Improvement.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk