This inspection visit took place on 04 October 2016 and was announced.

At the last inspection on 05 July 2013 the service was meeting the requirements of the regulations that were inspected at that time.

Priory Homecare Limited is a large Lancashire based domiciliary care service. The service provides support to people in their own homes across Garstang, Kirkham and over Wyre. The service is overseen by care managers each responsible for one of the districts the service is provided. The service operates from offices based on Garstang Road in St Michaels-on-Wyre. At the time of our inspection visit Priory Homecare Limited provided services to 125 people.

The service did not have a registered manager in place. 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.

Prior to this inspection the manager had submitted an application to be registered with the Care Quality Commission (CQC). This was being dealt with by CQC’s registration team when the inspection visit took place.

People supported by the service told us staff who visited them were polite, reliable and professional in their approach to their work. Comments received included, “Social services recommended Priory to me and I have never regretted using them. The staff are always on time and have never let me down.” And, “The girls who visit us are clean, tidy and cheerful and make us laugh. [Relative] loves them all.” And, “The staff visiting me are of the highest quality. Genuine caring people who will do anything for you.”

People we spoke with told us they felt safe. They told us they received patient and safe care and they liked the staff who supported them. They said staff were respectful, friendly and conscientious. The relative of one person said, “I have no fears leaving them to care for [relative]. I am not stressed as I know [relative] is safe and well cared for.”

Staff knew the people they supported and provided a personalised service. Care plans were in place detailing how people wished their care to be delivered. People told us they had been involved in making decisions about their care.

We found recruitment procedures were safe. Appropriate checks undertaken before new staff members commenced their employment. Staff spoken with and records seen confirmed a structured induction training and development programme was in place.

Newly appointed staff received induction training completed at the services training office base. This was followed by shadowing experienced colleagues until they felt safe to support people unsupervised. One recently appointed staff member told us they had been happy with their induction training.

Staff received regular training and were knowledgeable about their roles and responsibilities. They had the skills, knowledge and experience required to support people with their care and social needs.

We looked at how the service was staffed. The three staff members spoken with said they were happy with how their visits were managed. They told us they were allocated sufficient time to be able to provide support people required. Ten people supported by the service told us staff were reliable and very rarely late. One person said, “Never had a missed visit.”

On the day of our inspection visit three staff attended Priory Homecare Limited office to receive formal supervision from a member of the management team. We spoke with them prior to receiving their supervision. They told us they felt well supported and enjoyed working for the service.

The service had systems in place to record safeguarding concerns, accidents and incidents and take necessary action as required. Staff had received safeguarding training and understood their responsibilities to repo

On the day of the inspection we spent time reviewing documentation and electronic records held on people supported by the service. We could see that consent had been acquired in every appropriate instance.

The people we spoke with who used the service all spoke highly of the staff and the support they received. One person said, “Everything is most satisfactory thank you.”

People we spoke with were asked about how their medication was managed. People were confident in the service to ensure good stock of medication and that they were supported to take medication as required.

We looked at the personnel files for a number of staff. We saw evidence that the service undertook all the appropriate checks to ensure staff’s suitability to employment.

We spoke with people that use the service and staff about opportunities they had to feedback either about the service they received or provided. Everyone we spoke with said they had ample and sufficient opportunity to feedback on the way the service was delivered.

People supported by Priory home care told us that their wishes were respected at all times. One said, “They are really good and if I need to change the time of the visit they will accommodate me wherever they can”.

People said they felt safe with the carers who supported them with one saying, “I like all the staff they look after me and make sure I’m comfortable”.

People said they had support from staff to help them remain safe.

Staff working for the service said they really enjoyed working for Priory. One said, “The Company is very good and I’m very happy with all the support I’ve had”.

People supported by the service and their relatives told us they had opportunities to discuss their support and could contribute their ideas to how and by whom that support was provided.