This announced inspection took place at the provider’s office on 13 July 2017 with some additional phone calls undertaken to people with experience of the service on 17 July 2017. This was our first inspection of the service at this location.

Sandwell Asian Family Support is registered to deliver personal care. They provide domiciliary care to young people and adults living in their own homes, who may be living with learning disabilities or autistic spectrum disorder, a sensory impairment or a physical disability. At the time of our inspection 14 people were receiving personal care from the provider.

The service had a manager that was registered with us; however they had resigned from their post in March 2017. The care manager was responsible for the day to day running of the domiciliary service. 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 were protected from avoidable harm and were comfortable with the care staff that supported them. Assessments were undertaken to identify any issues that may put people at risk and care staff were aware of these. Care staff arrived on time and stayed for the allocated amount of time of the call. Care staff employed had undergone a robust recruitment process before they worked unsupervised with people who used the service. People were supported with their medicines effectively.

Care staff were well trained and had the knowledge needed to meet peoples individual needs effectively. New care staff were provided with a comprehensive induction. Care staff supported people in line with the principles of the Mental Capacity Act 2005 and were well supported by management. People were assisted to eat and drink in line with their individual dietary requirements. Care staff understood how people’s health conditions affected their lives day to day and supported them to maintain their well-being through effective care provision.

People received their care from kind and compassionate care staff. People were supported to be as actively involved in planning their care as possible along with their families. People were supported by a core group of care staff who had been skill matched specifically to meet their needs. People's privacy and dignity was respected by care staff. Care staff supported people to maintain their independence and care plans included a summary of people's abilities.

Care staff demonstrated a real understanding of individual needs and preferences. People and where appropriate, their families contributed to an assessment of their needs and received care that met their needs and preferences. Care plans provided care staff with information about people, their needs and preferences such as their preferred method of communication. People felt comfortable to complain and were confident that their concerns would be listened to and acted upon.

People, their families and care staff were supported by the care manager who was approachable and responsive to any concerns. The registered manager had resigned from their post in March 2017. The care manager who was acting up had the knowledge and skills to develop the service and was keen to deliver high quality care. Audits were undertaken to check the quality and safety of the service. The care manager had a positive professional relationship with those who used the service and their family members, enabling and providing opportunity for them to comment on the service.