We carried out this inspection on 24 and 25 April 2017 and it was announced 48 hours in advance in accordance with the Care Quality Commission’s current procedures for inspecting domiciliary care services. This was the first inspection for the service since registering in March 2016.

Pol Community Care is a Domiciliary Care Agency that provides care and support to adults of all ages, in their own homes. The service provides help with people’s personal care needs in the Par, Lostwithiel, Liskeard, Looe and Polperro areas of Cornwall. This includes people with physical disabilities and dementia care needs. The service mainly provides personal care for people in short visits at key times of the day to help people get up in the morning, go to bed at night and support with meals. Longer visits for a ‘sitting’ service are provided for some people.

At the time of our inspection 28 people were receiving a personal care service. These services were funded either privately, through Cornwall Council or NHS funding.

There was a registered manager in post who was responsible for the day-to-day running of 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 and associated Regulations about how the service is run.

People told us they felt safe using the service. Relatives also said they thought the service was safe. Comments included, “I am very happy with the service”, “I am very satisfied with the service”, “It’s fantastic” and “No complaints at all.”

Staff treated people respectfully and asked people how they wanted their care and support to be provided. People and their relatives spoke well of staff, commenting, “Wonderful carers, there isn’t a thing they wouldn’t do for me”, “They are very kind and friendly”, “They do everything I ask” and “I am made to feel comfortable about having help.”

People had a team of regular, reliable staff, they had agreed the times of their visits and were kept informed of any changes. No one reported ever having had any missed visits. People told us, “They let me know if carers are going to be late”, “Visits are a bit late sometimes, but they always turn up” and “Always come, may be late because of staff sickness but they let me know.”

Staff were knowledgeable about the people they cared for and knew how to recognise if people’s needs changed. Staff were aware of people’s preferences and interests, as well as their health and support needs, which enabled them to provide a personalised service.

People had a care plans that provided staff with direction and guidance about how to meet people’s individual needs and wishes. These care plans were regularly reviewed and any changes in people’s needs were communicated to staff. Assessments were carried out to identify any risks to the person using the service and to the staff supporting them. This included any environmental risks in people’s homes and any risks in relation to the care and support needs of the person.

Staff were recruited safely, which meant they were suitable to work with vulnerable people. Staff had received training in how to recognise and report abuse. All were clear about how to report any concerns and were confident that any allegations made would be fully investigated to help ensure people were protected. Staff received appropriate training and supervision. New staff received an induction, which incorporated the care certificate. There were sufficient numbers of suitably qualified staff available to meet the needs of people who used the service.

Staff and management had a clear understanding of the Mental Capacity Act 2005 and how to make sure people who did not have the mental capacity to make decisions for themselves had their legal rights protected.

There was a positive culture within the staff