We carried out an announced inspection of Pride Community Care Ltd on 28 and 29 November 2018.

Pride Community Care Ltd is registered to provide personal care for people living in their own homes. The agency provides support for adults with mental health conditions, learning disabilities and substance misuse problems, to assist them to live independently in their own homes in the community. The service is available seven days a week. At the time of the inspection there were 53 people using the service.

This was the provider’s first inspection following a change of location.

At the last inspection, the service was rated overall Good. However, there were some matters which needed improvement, we therefore made recommendations relating to people’s capacity to make their own decisions and supporting people with their medicines. At this inspection, we found improvements had been made and the service remained Good. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

We found there were good management and leadership arrangements in place to support the effective day to day running of the service.

Arrangements were in place to ensure staff were properly checked before working at the service.

There were sufficient numbers of staff at the service, to provide support in response to people’s agreed plan of care.

Safe processes were in place to support people with their medicines.

Risks to people’s well-being were being assessed and managed. Systems were in place to support people in maintaining a safe and clean home environment.

The service was proactive in identifying and safeguarding adults at risk. Managers and staff were aware of the signs and indicators of abuse and neglect, they knew what to do if they had any concerns. Staff had received training on safeguarding and protection matters.

Staff received ongoing learning, development and supervision.

Arrangements were in place to gather information on people’s backgrounds, their needs, abilities, preferences and routines before they used the service.

People made positive comments about the staff team and the support they received. We observed positive and respectful interactions between people using the service and staff.

Each person had detailed care records, describing their individual needs, preferences and goals. This provided clear guidance for staff on how to provide support.

The service was proactive in promoting independence and enabling people to take ownership of their support needs. People’s needs and choices were kept under review and changes were responded to.

Staff expressed a practical awareness of promoting people’s privacy, dignity, individuality and choices. Where appropriate, people were supported to engage in meaningful activities the community.

Processes were in place to support people with any concerns or complaints.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. Policies and processes at the service supported this practice.

People were supported with their healthcare needs and medical appointments. Changes in people’s health and well-being were monitored and responded to.

Arrangements were in place as appropriate, to support people with a healthy, balanced diet.

There were systems in place to consult with people who used the service and staff, to assess and monitor the quality of their experiences and make improvements.

Further information is in the detailed findings below.

Pride Community Care Ltd is registered to provide personal care for people living in their own homes. The agency provides support for adults with mental ill-health, to assist them to live independently in their own homes in the community. Pride provides support for people with medication oversight, shopping, preparing meals, assistance to maintain a structured daily routine and support with engaging in chosen activities. The service is available seven days a week between seven am and eight pm. At the time of the inspection there were 72 people using the service.

The service was managed by 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.

This was the provider’s first inspection following a change of location.

During this inspection we found some improvements were needed to provide people with safe care and support. Therefore we have made a recommendation about ensuring clear information was available on people’s capacity to make their own choices and decisions. We have also recommended the service improved their practice on supporting people with their medicines.

People using the service had no concerns about the way they were supported. Their comments included: “I feel safe with the staff; I need to trust them and I can,” and “I feel safe with them.” They had been informed about matters relating to safeguarding and protection. We found some arrangements were in place to help keep people safe. Risks to people’s well-being were being assessed and managed. However, some risk assessments were not readily accessible for staff to refer to and potential risks around diet and healthy eating were not routinely considered. We found one person’s financial records were not clear and accountable. These matters were discussed with the registered manager during the inspection and we were assured improvements would be made to provide further safeguards.

Character checks had been carried out before new staff started working at the service. Staff spoke with were aware of the signs and indicators of abuse and they knew what to do if they had any concerns. Staff said they had received training on safeguarding and protection.

Arrangements were in place to maintain appropriate staffing levels to make sure people received their commissioned support. There were systems in place to ensure all staff received regular training and supervision.

People indicated they were satisfied with the service. One person said, “I have been supported through everything.” People had agreed to the support and care provided. Where appropriate, people were supported with their healthcare needs and medical appointments and their general wellbeing was monitored. Where applicable they were supported with shopping for provisions, cooking, eating and drinking.

We found the service was working within the principles of the MCA (Mental Capacity Act 2005).

People made positive comments about the staff team including their caring approach and attitude. They described how they were treated with respect and listened to. They considered their privacy was upheld and they were actively encouraged to be independent. Staff spoken with understood their role in providing people with person centred care and support. One person who used the service told us, “They are incredible, sometimes I think they understand me so well.”

Arrangements were in place to gather information on people’s backgrounds, their needs, abilities, and preferences before they used the service. People’s life and circumstances were reviewed in consultation with appropriate others including care coordinators and commissioners of service.

Each person had a support plan in place to direct staff on mee