This inspection took place on 15 and 21 June 2017 and was announced. The provider was given 48 hours because the location provides a domiciliary care service; we need to be sure that someone would be available in the office.

Personal Assistants Recruitment and Employment Service (PARES) provides personal care and support to people in their own homes. At the time of this inspection they were providing a personal care service to 12 people with a variety of care needs living in on the Isle of Wight.

There was a registered manager at the service. 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 management team had a clear vision of how they wanted the service to be provided which focused on ensuring people were at the centre of the service and in direct control over the way they received care and support.

The registered manager and provider were aware of key strengths and areas for development of the service. Quality assurance systems were in place using formal audits and through regular contact by the provider and registered manager with people, relatives and staff. People and relatives were able to complain or raise issues on a formal and informal basis with the registered

manager and were confident these would be resolved. Plans were in place to deal with foreseeable emergencies and staff had received training to manage such situations safely.

The service was flexible and responsive to people’s changing needs and focused on providing person centred care. People told us the care they received was personalised and they were fully involved with planning their care and choosing their staff members. People’s needs were reviewed regularly to ensure this remained appropriate for the person.

People felt safe and staff knew how to identify, prevent and report abuse. Staff were aware of consent and how this affected the care they provided. People said staff always obtained their consent before providing care. Staff offered people choices and respected their decisions. People were supported and encouraged to be as independent as possible and their dignity was promoted.

Care plans provided comprehensive information about how people wished to be cared for and staff were aware of people's individual care needs and preferences. Reviews of care involving people were conducted regularly. People had access to healthcare services and medicines were managed safely. People received support to manage their dietary needs if required.

People and their relatives said they were very happy with the service and care they received. They said staff were kind and caring. Staff had built good relationships with the people they provided care for. People and their relatives told us care was provided to them with respect for their dignity by a consistent care staff team. There were enough staff to meet people's needs. The recruitment process helped ensure staff were suitable for their role. Staff received appropriate training and were supported in their work.