This comprehensive inspection took place on 11 and 12 September 2018 and was announced. This was the first inspection since the provider changed its registered name to Redspot Care Limited in December 2017.

Redspot Care Limited is based in the London Borough of Redbridge. This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults.

Not everyone using Redspot Care receives regulated activity; the CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

At the time of our inspection, approximately 267 people were using the service, who received personal care. The provider employed approximately 112 care staff, who visited people living in three local boroughs.

The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered care homes, 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 had their individual risks assessed and staff were aware of how to manage these risks. The provider had sufficient numbers of staff available to provide care and support to people. The provider used an online call system to ensure staff were monitored when providing care to people in the community and people received care at the assessed times.

Staff had been recruited following background checks, to ensure staff were safe to work with people. New staff received an induction, training and shadowed experienced staff to enable them to carry out their roles effectively.

When required, staff prompted people to take their medicines and recorded this. They had received training on how to do this and their competency was assessed. The registered manager sought professional advice on completing medicine records and had recently implemented changes to ensure records were robust.

Accident and incident records showed the provider took appropriate action following incidents. Systems were in place to analyse patterns and trends to ensure lessons were learnt and repeated incidents were minimised.

The provider was compliant with the principles of the Mental Capacity Act 2005 (MCA) Staff had received supervision and training to ensure the service they provided to people was effective.

Staff told us that they received support and guidance from the registered manager and other senior staff. They received regular supervision and could approach the management team with any concerns they had.

People were listened to by staff and were involved in their care and support planning. People told us they were treated with dignity and respect when personal care was provided to them. People were supported to have their nutritional and hydration requirements met by staff.

People's care and support needs were assessed and reviewed when required. Care plans were person centred. They provided staff with sufficient information about each person’s individual preferences and how staff should meet these in order to obtain positive outcomes for each person.

The provider worked with health professionals if there were concerns about people's health. People were registered with health care professionals, such as GPs and staff contacted them in emergencies.

Complaints about the service were responded to appropriately and within the provider’s timescales as set out in their complaints procedures.

The management team carried out regular monitoring checks on staff providing care in people’s homes. This ensured they followed the correct procedures and people received safe care. Feedback was received from people and relatives to check they were satisfied with th