A comprehensive inspection of Sagecare Olsen Court, took place on 25, 28 and 29 January 2019. This inspection was announced.

Sagecare Olsen Court is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It offers a service to older and younger people living with dementia, learning disabilities, mental health conditions, physical disabilities and sensory impairments.

The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen. At the time of our inspection there was no person with a learning disability using the service.

During our inspection there were 33 people using the service. The provider registered with the Care Quality Commission (CQC) on 9 October 2017; this was the provider’s first inspection.

We found a lack of completed and accurate records. Care plans did not always detail people’s specific needs and one body map was inaccurate. Medicines administration records (MARs) did not always record when staff had administered medicines and re-positioning charts were not always completed by staff to show when they had supported a person. We made a recommendation for records to be improved.

Although people we spoke with said they received their medicines, instructions on MARs were not accurate and there were no protocols in place for those people who needed ‘as required’ medicines to ensure staff knew why and when these medicines would be required. We made a recommendation to ensure medicines were managed safely.

The provider had robust systems and procedures in place to keep people safe. Staff were competent in their knowledge of what constituted abuse and how to safeguard people.

Risk assessments had been completed and reviewed regularly. Accidents and incidents were managed effectively and action taken to prevent future risks.

Staffing levels were appropriate and flexible to meet people’s needs. The rota’s we looked at showed consistency where possible and people told us they usually had the same staff completing their visits. Recruitment procedures were robust to ensure staff were of suitable character to work in a caring role.

Staff carried out training to ensure they had adequate skills and knowledge to meet people's needs. Staff were supported with regular supervision and appraisals.

Staff were kind, caring and friendly. Peoples communication needs were identified and alternative communications were used to allow people to make choices about their care. Staff treated people with dignity and respect and people were supported to be independent.

People received personalised care and support. People had been involved in identifying their needs, choices and preferences and how these should be met. People were supported to do activities to avoid social isolation and promote wellbeing.

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.

Care records clearly identified nutritional and dietary needs as some people using the service required specific plans due to their risk of choking. People were supported to live a healthy life and staff supported people to access health care professionals when required.

The provider had not received any complaints but understood their responsibility to act upon and investigate to prevent future occurrences.

People and staff described the management team at Olsen court as inclusive, approachable and supportive. Staff told us they felt supported and felt confident to raise any concerns. Regular staff meetings took place which encourage people to develop their skills and knowledge.

The provider carried out audits