SureCare Harrow and Watford is a domiciliary care agency. It is registered to provide personal care to people in their own homes. The service provides care to people with a range of care needs. These include the needs of people living with dementia, sensory impairments and people receiving a reablement service. A reablement service is a short and intensive care and support service offered to people with disabilities and those who are frail or recovering from an illness or injury.

Not everyone using SureCare Harrow and Watford receives a regulated activity; the Care Quality Commission (CQC) only inspects the service received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. There were 24 people receiving support with personal care at the time of the inspection. SureCare Harrow and Watford does not provide nursing care.

This was the first inspection of the service since it registered with us in February 2018. A comprehensive announced inspection was carried out. We gave the provider two working days’ notice of the inspection because the service provides care to people in their own homes and we wanted to make sure that the provider was available on the day of the inspection.

The service has a registered manager. A registered manager is a person who has registered with the 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.

People using the service and their relatives informed us that they were happy with the care and support that they received. People told us that they received consistency of care from staff that they knew.

People using the service told us that staff treated them well and they felt safe when being supported with their care.

Arrangements were in place to keep people safe. Policies and procedures and appropriate staff training helped protect people using the service from abuse. Staff knew how to identify abuse and understood their responsibilities in relation to safeguarding people and reporting all concerns.

Risks to people’s safety were identified and monitored, but some risk assessments lacked detailed information to help staff fully understand and manage those risks. Following the inspection action was taken by the service to address this.

Arrangements were in place to make sure people received the support that they needed so that they received their medicines as prescribed and safely.

A range of checks were carried out before staff were employed by the service to make sure they were suitable to work with people using the service. Staff knew the importance of respecting people’s differences and human rights.

The provider had arrangements in place to make sure that there were enough staff, with the right skills to meet people's needs. Staff received training relevant to their role. They received the support that they needed to carry out their roles and responsibilities. People told us that staff were reliable and respected their dignity and privacy.

People using the service and where applicable their relatives were fully involved in making decisions about people’s care. People’s preferences were supported. People told us that staff listened to them and encouraged their independence.

People’s care plans were person-centred. They included detailed information about the care people required and wanted, so staff had the information they needed to ensure people’s needs were met. Staff understood the importance of obtaining people’s agreement before supporting them with personal care and other tasks.

People and their relatives had opportunities to feedback about the service and issues raised by them were addressed. People knew how to make a complaint and were confident that they w