We inspected PLL Care Services on 24 April 2018. This service is a domiciliary care agency (DCA). It provides personal care to adults living in their own houses and flats in the community. At the time of our visit 42 people received personal care. This provider was previously registered as an individual ownership and they re-registered as a limited company in October 2017. This was their first inspection under the current registration.

We found the service was Good overall however we found the provider did not always ensure statutory notifications were submitted and their record keeping around safeguarding concerns needed improving. There were a number of quality assurance processes in place and provider was in the process of addressing areas for improvement such as consistency of care and punctuality.

People knew how to complain and how to contact the office. Some people told us where they had raised concerns changes have been made and some people felt their feedback was not always promptly considered.

There was a registered manager in post who was also one of the directors and owners of the company. 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 told us they were safe with staff. There were sufficient staff to meet people's needs. The provider followed safe recruitment processes. Staff knew how to protect people and how to alert senior staff and external organisations if they had safeguarding concerns. Risk assessments around people’s well-being and their environment were carried out. People received their medicines as prescribed.

People's needs were assessed prior to commencement of the service to ensure staff were able to meet their needs. Staff received ongoing training to carry out their roles and they told us they had supervisions. People were supported to meet their nutritional needs and access health services as required. Staff worked well within designated geographical areas and within the team.

The Care Quality Commission (CQC) is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA) and report on what we find. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the staff at the service supported this practice. People’s rights to make own decisions were respected.

The service was caring and staff supported people in a compassionate way. People's privacy and dignity was protected. People were supported to be as independent as possible. The service was responsive and people told us the support they had met their needs. People and their relatives where appropriate were involved in care planning.

People knew who the registered manager was and how to contact the office if needed. People’s views were sought via surveys and spot checks of staff. The service worked with a number of external social and health professionals.