This inspection took place on 27 September 2016 and was announced. The provider was given 48 hours' notice because the location provides domiciliary care and we needed to be sure that someone would be at the office. At our previous inspection during December 2013 the provider was meeting all the regulations we checked.

Quality Home Care UK Limited is a domiciliary care agency providing personal care for older people in their own homes across Derby. This included people with physical disabilities and people living with dementia. The agency is located in the Alvaston area of Derby. The service was providing support to 25 people with personal care.

There was a registered manager in post; they were also the service provider. 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 told us they felt safe with the care provided by staff. Staff we spoke with understood their responsibility in protecting people from the risk of harm. Recruitment procedures ensured suitable staff were employed to work with people who used the service. Staff told us they had received training and an induction that had helped them to understand and support people better.

Risk assessments and care plans had been developed with the involvement of people. Staff had the relevant information on how to minimise identified risks to ensure people were supported in a safe way. People received their medicines as prescribed and safe systems were in place to manage people’s medicines.

The provider understood their responsibility to comply with the requirements of the Mental Capacity Act 2005. Staff supported people to make their own decisions

People received appropriate support to manage their dietary needs. This was done in a way that met with their needs and choices. People were referred to health professionals when required to maintain their health and wellbeing.

People told us staff treated them in a caring way and respected their privacy. Staff supported people to maintain their dignity. The delivery of care was tailored to meet people’s individual needs and preferences.

The provider’s complaints policy and procedure were accessible to people who used the service and their representatives. People knew how to make a complaint.

There were processes in place for people and their relatives to express their views and opinions about the service provided. We found the comments expressed within the questionnaires had been acted upon, which had included updating information about the service to include the types of support which was available. There were systems in place to monitor the quality of the service to enable the manager and provider to drive improvement. Staff felt supported by the management team. The leadership and management of the service and its governance systems ensured consistency in the care being provided.

People we spoke to told us that they were happy with the care and support they received from the agency. They told us that the service is reliable and that staff are supportive and caring. One person we spoke with told us “Using Quality Home Care Limited is like having another member of the family that you can rely on to provide care for my relative".

There were 42 people using the service at the time of our inspection visit. Following the inspection visit to the service, we contacted people by telephone. We spoke with four people using the service, six staff and two family members.

People using the service and family members we spoke with were extremely complimentary about the care and support provided by the service.

Care records we looked at showed that people's needs were assessed, and support plans were in place.

Staff told us that they felt confident in supporting people with their medication. They told us that they had received appropriate guidance in the safe administration of medication.

People using the service and family members we spoke with raised no concerns about the number of staff available to support people. Comments from people using the service included “There are no issues with staffing, the care provided exceeds all expectations,” and “The staff appear to be competent, they understand your needs really well.”

The provider had effective systems in place to assess and monitor the quality of service that people receive, and to identify and manage risks to the health, safety and welfare of people using the service and others.