The inspection visit at Synergy Homecare - Blackpool was undertaken on 26, 27 September, and 05 October 2017 and was announced. We gave 48 hours’ notice of the inspection to ensure people who used the service, staff and visitors were available to talk with us.

Synergy Homecare - Blackpool provides personal care assistance for people who live in their own homes. The office is based in a commercial and residential area of Blackpool.

A registered manager was in place. 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.

Synergy Homecare - Blackpool registered under a new name and at a new address on 12 October 2016. Consequently, this was their first inspection.

During this inspection, we discussed Synergy Homecare – Blackpool with the Local Authority contracts and commissioning team. They told us the service did not always work collaboratively with a timely approach when people, relatives and healthcare professionals raised concerns and complaints.

We received mixed feedback from people who used the service and their relatives about the quality of care provided. One person said, “I am very happy with my carer. I also get different carers who are all very good. However, another individual stated, “They do what they need to do and go.” A third person added, “In the evening I would like a later call. I have asked the agency before, but they said they have no slots for me.” A relative told us, “In a half an hour slot, I have witnessed [the staff] staying 15 minutes.”

Action taken by the provider to address identified concerns was not always consistent and we could not fully assess this. However, we found the registered manager had recently installed a new system to maintain oversight of care package delivery and quality assurance. Although we were unable to assess the impact this had on quality auditing, they assured us they would continue to develop this process. We saw those who used the service were safe.

We have made a recommendation about the enhancement of working relationships with other organisations and quality assurance.

People and their representatives told us they felt safe whilst being supported in their own home. A relative commented, “Yes, [my relative’s] safe, she loves the carers.” Additionally, they said they usually had consistency and good levels of care staff to support them.

Staff files we saw contained the required information before recruitment to demonstrate applicants were of good character. The registered manager provided a range of training to underpin staff skills and knowledge. One staff member told us, “We get whatever training we want and our supervision is really good.” A person who accessed Synergy Homecare – Blackpool added, “They give me assurance that they know what they are doing.”

When we discussed safeguarding with staff, they demonstrated a good grasp of related procedures. To enhance people’s safety, the management team had completed risk assessments to assist staff to protect them from unsafe support in their own homes. They also had effective oversight of accidents and incidents and acted on identified issues to reduce the potential of risk.

The management team monitored and trained staff to ensure people received their medicines as prescribed. Medication charts we reviewed were completed correctly and there were no gaps or missed signatures. A relative said, “The lady in the week is spot on. She knows what to give [my family member]. They wear gloves when doing medication and creams.”

Records we looked at confirmed staff had training about the Mental Capacity Act 2005 and associated Deprivation of Liberty Safeguards. When we discussed this with staff, they demonstrated a good awareness o