This inspection took place on 16 and 17 May 2017. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure the registered manager would be available for the inspection. It also allowed us to arrange to visit people receiving a service in their own homes.

Select Homecare Direct provides personal care to people living in the areas of Highbridge, Bridgwater, Burnham-on-Sea, Cheddar and surrounding villages. At the time of this inspection they were providing personal care for 50 people. They also provided a domestic service to people living in their own homes.

This was the first inspection of the service since they registered with the Care Quality Commission (CQC) in June 2015. No concerns were identified during the registration process.

There is a registered manager in post. 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 abuse because the provider had systems in place to ensure checks of new staffs characters and suitability to work with vulnerable adults were carried out. Staff had also received training in protecting vulnerable people from abuse. People said they felt safe when being cared for; we observed people were happy and relaxed with the registered manager during our home visits.

People’s care needs were recorded and reviewed regularly, with the registered manager the person receiving the care or a relevant representative. All care plans included consent to the care provided. Care workers had comprehensive information and guidance in care plans to enable them to deliver consistent care the way people preferred. The agency used an electronic system to record care plans which was only available to the care worker visiting the person. Staff could access the care plan through their phone at any time and updates were recorded and relayed immediately. Staff told us they found the system very useful as they would be aware of people’s changing needs before they started their care visit.

People who received personal care and support from Select Homecare Direct told us they were happy with the service provided. They said the registered manager and staff were open and approachable, cared about their personal preferences and kept them involved in decision making around their care. One person said, “They are just brilliant I look forward to them coming. [The care worker] is such a ray of sunshine.”

People were supported by sufficient numbers of staff who had a clear knowledge and understanding of their personal needs, likes and dislikes. We observed the registered manager took time to talk with people during our home visits and listen to any suggestions they had. People told us they knew all the staff providing care and support for them and they had been able to build lasting relationships which meant they felt they could trust the care workers they met. This meant people experienced consistency in the way their care and support was provided.

People told us the agency was flexible in the way it provided care and support. People explained that they could change appointments to meet their lifestyle needs or to assist them during visits to the hospital or the doctor.

Staff monitored people’s health with their consent and could refer and direct to healthcare professionals as appropriate.

Select Homecare Directs’ statement of purpose (this is a document services must make available for people), stated the company’s intention was to, “provide a high standard of care and compassion for each and every service user.” The registered manager explained that they wanted to see people receive, “A high standard and quality of care, but did not want to lose sig