At our last inspection in November 2015, the service was rated 'Good'. At this inspection, the service continued to be good.

Real PCS Limited is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to people with learning disabilities, older adults, younger adults, mental health conditions, people with physical disabilities, sensory impairments and substance misuse problems. It operates across Solihull and Warwickshire in the West Midlands. There were 30 people using the service at the time of this inspection and five people were in receipt of the regulated activity personal care.

The inspection site visit took place on 13 September 2018 and was announced.

A requirement of the service'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 a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. A registered manager was in post and they were also a director of the service.

People’s relatives and social care professionals provided positive feedback about the caring service people received.

Staff knew the people they cared for well and spoke about them with warmth and affection. Staff were committed to improving people's wellbeing.

People's needs had been assessed before they had started to receive a service and different communication methods were used to ensure people were actively involved in their care. People's care plans contained detailed information to support staff to provide person centred care. People's individual religious and spiritual needs were known and respected.

People were supported to be as independent as they wished to be. People were treated with dignity and staff respected peoples righto privacy.

People’s relatives told us their family members felt safe because they received their care from familiar staff they knew and trusted. Procedures were in place to protect people from harm and staff knew how to manage the risks associated with people's care.

There were enough staff to support people safely and the provider's recruitment procedures minimised risks to people's safety.

Staff knew what action to take in the event of an emergency. Accidents and

incidents were monitored and action was taken to reduce the risk of reoccurrence.

Staff understood their responsibilities in relation to infection control which protected people from the risks of infection.

Relatives felt staff had the skills they needed to provide the care people required. Staff provided positive feedback about their training and new staff were provided with effective support when they started work at the service.

People received their medicines when they needed them from trained staff. The service worked in partnership with other professionals to ensure people received the support and treatment they needed to maintain their health.

The provider was working within the requirements of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.

The service was well led. Staff had a clear understanding of their roles and responsibilities and what was expected of them. They told us they enjoyed working at the service because their managers were approachable and supportive.

Effective systems were in place to monitor and review the quality of the service. People’s relatives knew how to make a complaint and felt comfortable doing so. The management team promoted an open and transparent culture and encouraged feedback from people and their relatives to drive forward improvements.

We carried out this inspection on 10 November 2015. We told the provider we were coming 48 hours before the visit so they could arrange for staff to be available to talk with us about the service.

Real PCS Limited is a domiciliary care agency which provides personal care support to people in their own homes. At the time of our visit two people were being supported with the regulated activity of personal care. This was either with 24 hour live in support or daily care calls. They also supported additional people who were not receiving personal care.

The service has 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. A registered manager was in place and had been since December 2014 when the service first registered.

Relatives told us they felt their family members were safe using the service. Support workers had a good understanding of what constituted abuse and referrals were made to the local authority when safeguarding concerns were raised.

Checks were carried out prior to support workers starting work to ensure their suitability to work with people who used the service. Support workers received an induction to the organisation, and a programme of training to support them in meeting people’s needs effectively.

Staff understood the principles of the Mental Capacity Act (2005), and gained people’s consent before they provided personal care.

People who required support had enough to eat and drink during the day and were assisted to manage their health needs.

People had support workers they were familiar with, who arrived at the expected time and completed the required tasks. There were enough staff to care for people they supported.

Relatives told us support workers were kind and caring and had the right skills and experience to provide the care their family members required. People were supported with dignity and respect.

Care plans contained relevant information for support workers to help them provide personalised care including processes to minimise risks to people’s safety. People received their medicines when required from staff trained to administer them.

People knew how to complain and could share their views and opinions about the service they received. Support workers were confident they could raise any concerns or issues with the registered manager knowing they would be listened to and acted on.

There were processes to monitor the quality of the service provided and understand the experiences of people who used the service. This was through regular communication with people and staff, including surveys. Other checks and audits ensured support workers worked in line with policies and procedures.