This inspection took place between the 14 and 19 July 2017 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service; we need to be sure that people would be available.

Say Care Limited provides personal care and support to people living in their own homes. At the time of the inspection the agency was providing a personal care service to 23 people with a variety of care needs, including people living with physical care needs and memory loss.

Say Care Limited had two registered managers in place who were also the owners of the company. The registered managers jointly shared the responsibility of the running of the 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.

We received positive feedback from people about the service. People who used the service expressed great satisfaction and spoke very highly of the staff and registered managers. All the people and family members we spoke to said they would recommend the service to others.

People and their families told us they felt safe and trusted the staff who supported them. Staff understood their safeguarding responsibilities and knew how to prevent, identify and report abuse. Risks relating to the health and support needs of the people and the environment in which they lived were assessed and managed effectively.

Safe recruitment practices were followed and appropriate checks were undertaken, which helped make sure only suitable staff were employed to care for people in their own homes. There were sufficient numbers of care staff to maintain the schedule of visits.

Staff were knowledgeable and received appropriate training to support people. They completed an induction programme and were appropriately supported in their work by the registered managers. Medicines were given safely by staff where required, who were suitably trained.

People who used the service felt they were treated with kindness and said their privacy and dignity was respected. Staff knew the people they provided care to well and understood their physical and social needs. Staff were able to describe how to meet people’s needs effectively. Staff supported people to access healthcare professionals when needed.

Staff, and the registered managers, knew how legislation designed to protect people's rights

affected their work. They always asked for consent from people before providing care.

People and when appropriate their families were involved in discussions about their care planning and given the opportunity to provide feedback on the service. They were also supported to raise complaints should they wish to.

People and their families told us they felt the service was well-led and were positive about the registered managers who understood the responsibilities of their role. Staff were aware of the registered managers vision and values and how they related to their work.