Our inspection was announced and took place on 16 January 2017.

Prior to November 2015 the provider was operating under a different company and service name. In November 2015 the provider re-registered with a new service name at this office location. This was our first inspection of the service since it had been re-registered.

The provider is registered to provide support and personal care to adults. People who used the service generally received long term support. However, a local authority had recently given the provider a two month contract to provide short term care packages to people to prevent the need for hospital admission or to enable a timely discharge from hospital. All care and support was provided to people in their own homes within the community. On the day 12 people received a service.

We had been made aware that the local authority had some concerns about the service. These related to missed care and support calls.

A number of missed calls had occurred that had the potential to place people at risk due to them not having the care and support that they had been assessed as requiring. Medicine management recording systems were not always followed by staff to confirm that people had taken their medicines as they had been prescribed by their doctor.

People we spoke with told us that the quality of service was good. Staff felt that they were well supported by the management team. However, we found that there was inadequate monitoring of some aspects of the service. Methods to gain the views of people were in place but these were not always effective to address any issues raised.

A manager was registered with us as is required by law. 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’. The registered manager was also the registered provider. 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.

The provider had processes in place that staff were aware of and knew that they should follow to prevent people being placed at the risk of abuse. Risk assessments were undertaken and staff knew of the actions they needed to take to keep people safe and minimise any potential risk of accident and injury. Staffing levels ensured that people received a service from staff who they were familiar with, knew of their individual circumstances, and could meet their needs.

Processes were followed to ensure that new staff received induction training and the support they needed when they started work. Training that was required to meet people’s needs and to keep them safe had been delivered to staff. People were enabled to make decisions about their care and they and their families were involved in how their care was planned and delivered. Staff understood that people have the right to refuse care and that care and support must be delivered with their best interests in mind. Staff supported people to prepare drinks and meals when this was required.

People were cared for and supported by staff who were kind and caring. Staff supported people to undertake daily tasks and retain their independence.

The service had responded to people’s needs. Complaints processes were in place for people and their relatives to access if they were dissatisfied with any aspect of the service provision.