We inspected this service on 12 October 2016. The inspection visit was announced. The service delivers personal care to people in their own homes. At the time of our inspection, 107 people were receiving the service.

There was 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 told us they felt safe with the staff because they trusted them. Staff were trained in safeguarding and understood the signs of abuse, they were confident any concerns raised would be handled appropriately by the registered manager. The provider’s policies for keeping people safe included pre-employment checks, to make sure staff were suitable to deliver care in people’s own homes.

Risks to people’s health and wellbeing were identified at the initial assessment of care and their care plans included the actions staff should take to minimise the risks. Staff understood people’s needs and abilities because they read their care plans and shadowed experienced staff. Staff regularly worked with the same people so they knew them well.

The manager assessed risks in each person’s home and guidance for staff minimised risks to people and to staff. Staff were trained in medicines management, to ensure they knew how to support people to take their medicines and to understand the importance of keeping accurate records.

Staff received the training and support they needed to meet people’s needs effectively. Staff had regular opportunities to reflect on their practice, to attend training in subjects that interested them and to consider their personal development.

The manager understood their responsibilities under the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). People made their own decisions about their care and support. Staff understood they could only deliver care and support if people consented to being supported.

People were supported to eat and drink sufficient for their needs. Staff referred people to healthcare professionals for advice and support when their health needs changed.

People told us staff were kind, caring and friendly. People said staff respected their privacy and independence. Care staff were thoughtful and recognised and respected people’s cultural values and preferences.

People were confident any complaints would be listened to and action taken to resolve them. When people raised issues, they were responded to immediately by the staff, supervisors and registered manager.

The provider’s quality monitoring system included asking people for their views about the quality of the service through telephone conversations, visits by a supervisor and regular questionnaires.

The registered manager checked people received the care they needed by monitoring the time staff arrived for scheduled calls, reviewing care plans and daily records, and through feedback from people and from supervisors.