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 adults living in Oxfordshire and Suffolk. At the time of this announced inspection of 24 November 2017, there were 28 people who used the personal care service. We gave the service notice of our inspection to make sure that someone was available.

The location of Sarah’s Carers was registered in January 2015 and this was their first inspection.

There was a registered manager in post, who was also the provider. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

There were systems in place designed to reduce the risks of people being abused, such as providing support workers with training and guidance in the service’s policies and procedures. Where incidents occurred these were learned from and used to drive improvement in the service.

People’s care records provided guidance to care workers about how the risks in people’s daily living were minimised.

There were enough staff to meet people’s needs. There were robust recruitment systems in place.

Where people required assistance to take their medicines there were arrangements in place to provide this support safely.

There were infection control processes and procedures in place to reduce the risks of cross infection.

People were cared for and supported by support workers who were trained and supported to meet their needs.

The service was working within the principles of the Mental Capacity Act 2005. People’s consent was sought before any care was provided.

Where required, people were provided with the support they needed to meet their dietary needs.

People were supported to access health care professionals, where required, to maintain good health. The service worked well with other professionals involved in people’s care to provide an effective and consistent service.

People were treated with respect by their support workers and they shared positive relationships. People and relatives said that their care workers were respectful and caring. Care records guided support workers in how people’s privacy, dignity and independence was promoted and respected. People were involved in making decisions about their care and support. People’s views and preferences were central to how their care was planned for and delivered.

The service was responsive to people’s needs. People received care and support which was assessed, planned and delivered to meet their specific needs. People were supported at the end of their life in a dignified and caring manner. The service kept up to date with new technology and introduced this to improve people’s care provision.

There was a complaints procedure was in place. People’s concerns and complaints were listened to and addressed.

There was an open and empowering culture in the service. People were asked for their views of the service and these were valued and acted on. There was a quality assurance system in place and shortfalls were addressed. As a result the quality of the service continued to improve.