This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults and younger disabled adults. Care Quality Commission (CQC) only inspects the service being received by people provided with ‘personal care’ such as 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 this inspection 22 people received support with their personal care.

This was the first inspection of this service since registration. This inspection took place between 7 and 16 November 2017.

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 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 could not confident they would receive their medicines as prescribed because staff did not always follow the provider’s policy. We have made a recommendation about the management of medicines.

People felt safe receiving their care from this service. Staff had been trained how to safeguard people from avoidable harm and about the potential risks and signs of abuse. There were systems in place to ensure people’s safety was managed effectively. Staff were aware of the actions to take to report their concerns. Records were stored securely.

Staff were only employed after the provider had carried out comprehensive and satisfactory pre-employment checks. There were enough staff available to ensure people’s needs were met safely.

Staff took appropriate actions to protect people from the risk of infection. The management team demonstrated a culture of learning from shortfalls identified by routine audits and other relevant information.

People received care from a staff team who knew them well and understood their needs. Staff were trained and well supported to provide safe and effective care.

People’s nutritional and health needs were effectively met and monitored. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People received care and support from staff who were kind and compassionate. People were involved in every day decisions about their care. Staff supported people to express their views and acted on these. Staff provided people with information about their care and other services. Staff treated people with dignity and respect. People’s preferences were taken into consideration.

People’s care and support needs were planned for and evaluated to ensure their current needs and preferences were met. People and their relatives where appropriate, had been involved in developing people's care plans.

People’s care records were detailed and provided staff with sufficient guidance to ensure consistent care to each person that met their individual needs and preferences.

People had access to the service’s comprehensive complaints procedure.

People were supported to receive dignified end of life care.

The registered manager was approachable and people knew who they were. Management systems were in place to check the quality of the service and gain feedback from people, their relatives, staff and other stakeholders. There were a range of checks undertaken routinely to help ensure that the service provided for people was safe. However, these were not always effective. The service worked in partnership with other organisations to ensure people received effective, joined-up care.