Surecare Wycombe and Chiltern is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to the whole population, including people living with dementia. Not everyone using Surecare Wycombe and Chiltern receives regulated activity; CQC only inspects the service being 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.

At the time of the inspection the service was providing personal care and support to 11 people.

The service had a registered manager as required. 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. The registered manager was present and assisted us during the inspection.

This was the first inspection of the service since it was registered in December 2017.

People told us they felt safe with the staff who visited them. Relatives felt their family members received support that was safe. Staff were trained and knowledgeable in how to protect and safeguard people from abuse. They understood their responsibilities to report concerns and were confident action would be taken if necessary by the registered manager. Medicines were managed safely, staff were trained competent to assist people with their medicines. People told us they received their medicines at the appropriate times. Risks to people and their well-being were assessed and measures were in place to reduce and minimise them without restricting people’s freedom. A robust recruitment procedure was followed to ensure as far as possible only suitable staff were employed. Staff had been trained in infection control, they were supplied with and used personal protective equipment appropriately.

People received effective support from staff who were trained and had demonstrated the necessary skills to fulfil their role. Staff felt well supported by the registered manager and other office staff. They were provided with regular supervision meetings as well as opportunities to meet as a team. People were supported with maintaining their diet and hydration when this was part of their support. People’s healthcare needs were monitored; staff sought advice promptly from healthcare professionals when necessary and called emergency services when required. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible, the policies and systems in the service supported this practice.

The service was caring. People and their relatives told us staff were kind and patient. Staff had formed good relationships with people who spoke highly of them and told us they looked forward to their visits. Staff understood how to protect people’s privacy and relatives told us staff treated people with respect. People and when appropriate relatives had been involved in making decisions about their care and support. Staff encouraged people to maintain as much independence as they wished and were able to.

The service was responsive to people’s individual needs and took account of their personal preferences in relation to culture, beliefs and protected characteristics. Staff knew people very well and paid attention to following their preferred routines. Individual support plans were person-centred and detailed the diverse needs of each person. The service provided flexible support which was appreciated by people and their relatives. Complaints were recorded and managed in accordance with the provider’s policy; people were aware of how to raise concerns and who to speak to. Although the registered manager was not fully aware of the accessible information standard, records