This inspection was announced. The first part of the inspection took place on 19 January 2017. This was because we had concerns about the registration and management of the service. The provider made us aware during the inspection that they had made an application to de-register Blue Lantern Care Agency Limited and register as Blue Lantern Healthcare Limited. The applications to register Blue Lantern Healthcare Limited and to cancel the registration of Blue Lantern Care Agency Limited were withdrawn on 16 February 2017. This meant we resumed our inspection of the service in March 2017. We concluded that the time that had elapsed between the first part of the inspection and the report being prepared amounted to an unreasonable delay, and to publish a report after such a delay would not be a proportionate action. A further comprehensive ratings inspection would be undertaken.

The second part of the inspection took place 11, 12 and 17 May 2017. The registered office for Blue Lantern Care Agency is located in Wolverhampton however the service also has an office in Manchester. An application had been submitted to the Care Quality Commission (CQC) to add this location to their registration. Blue Lantern Care Agency provides personal care to people in their own homes. At the time of our inspection they were providing care to 18 people in their own homes.

Although there was a registered manager in post at the time of our inspection they were not performing this role. A new manager had been appointed who was going to apply to register as the 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 their relatives told us they felt safe whilst receiving care. Staff were knowledgeable about how to report any concerns about people’s safety or if they suspected any abuse. Risks to people’s health and care had been assessed and care plans had been put in place to manage them. People told us they were supported to meet their needs by sufficient staff, who stayed the correct amount of time. Recruitment processes helped to ensure only suitable staff were employed to support people in their own homes. People received their medicines on time.

People and their relatives told us the staff who supported them had been trained appropriately to meet their needs. People told us staff sought their consent before providing care. When people required support to meet their nutritional needs staff provided the support they required. People were supported to access outside health professionals if required.

People told us they were supported by kind staff who understood their needs. People and their relatives told us they were involved in planning their care. Care records were reflective of people’s current care needs. People were supported to maintain their independence. People told us staff respected their privacy and dignity and staff were able to give us examples of how they ensured people’s privacy and dignity was maintained.

Staff gave people choices about their care. Care records were written in a personalised way. People knew how to complain and said they felt able to raise any concerns they had.

Staff felt well supported by the new manager. The new manager was aware of their responsibilities in relation to their role. Some systems were in place to monitor the care people received. The new manager was looking to introduce systems to review the quality of care people received across the service.