This inspection took place on 19 and 26 August 2016. The inspection was announced. We gave the provider 48 hours’ notice of our inspection. This was to make sure we could meet with the manager of the service and care workers on the day of our inspection.

Powell House is registered to provide personal care to people living in their own homes, including three supported living locations. Support hours provided by the agency ranged from three hours to 24 hours. At the time of our visit the agency supported eight people with personal care and employed 15 care workers, including six bank workers.

At the time of this inspection the location was registered with us in the name of Powell House. However, the provider told us the location was more widely known as Individual Support Solutions. The provider confirmed they would be submitting an application to us for the name of the location to be changed to Individual Support Solutions.

The service had a registered manager. A requirement of the provider’s registration is that they have a registered manager. 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 and relatives told us they felt safe using the service and care workers understood how to protect people from abuse. Risks to people’s safety inside and outside their homes were identified and care workers understood how these should be managed.

There were enough suitably qualified care workers to meet people’s needs effectively. People received their care and support from care workers who they knew, and at the times agreed. The provider conducted pre-employment checks prior to staff starting work, to ensure their suitability to support people in their homes.

The manager understood their responsibility to comply with the requirements of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). Records showed MCA assessment were completed when needed. However, where people had been assessed as not having capacity to make certain decisions information about how decision were to be made in people’s best interest were not always clearly documented. Care workers gained people’s consent before they provided personal care and respected the decision people made.

People were supported with dignity and respect. People were supported and encouraged to live as independently as possible, according to their needs and abilities. People told us care workers were caring and kind and understood their needs.

Care workers completed training considered essential to meet people’s needs safely and effectively. Care workers completed an induction when they joined the service and had their practice regularly checked by a member of the management team.

Care workers supported people to see healthcare professionals when needed and to follow the health professionals' advice. Systems were in place to manage people’s medicines safely and care workers had received training to do this.

People and relatives were involved in planning and reviewing their care. Care workers understood people's needs and abilities because they read the care plans and shadowed experienced staff when they started working for the service. Care records reflected people’s current needs and gave care workers the information needed to ensure care and support was provided in the way people preferred.

People and relatives did not have any complaints about the service. However, they knew how to raise any concerns because they had been provided with a copy of the provider’s complaint procedure. People and relatives felt any concerns raised would be listened and responded to effectively.

People, relative’s and care workers felt the management team were approachable. Care work