The inspection visit took place on 21 October 2016 and was announced. We gave the provider 48 hours’ notice because the service is a home care agency and the registered manager is often out of the office supporting staff or providing care. We needed to be sure they would be in.

The Caring Company is a home care agency and provides support and care for people who live in their own homes.

The service had a registered manager. 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 who used the service were consistently safe. They were supported and cared for by staff that had been appropriately recruited. The registered manager had followed recruitment procedures that ensured only staff that were suitable to work at the service were employed. Staff understood their responsibilities for protecting people from abuse and avoidable harm.

People’s care plans contained risk assessments that related to daily activities associated with their personal care routines. The risk assessments provided information for care staff that enabled them to support people safely without restricting their independence.

Enough suitably skilled and knowledgeable staff worked at the service to meet the needs of the people using the service. The staffing numbers were allocated following the completion of a full risk assessment. Staff were knowledgeable about people’s needs and ensured that people were supported by care workers with the appropriate skills and knowledge. Staff had been trained to handle medicines in a safe way. Staff reminded and supported people to take their medicines at the correct time.

Care workers spoke positively about the training they received. They told us their training provided more than adequate information that supported them in their role. People who used the service told us told us that they felt staff were well trained and knowledgeable. The provider had a staff training plan set out on the computer with reminders for any refresher training that was needed. People using the service and their relatives spoke highly of the service and the effectiveness of staff. Staff were supported through supervision and appraisal that allowed discussions about personal development as well as any issues that related to people’s support.

The registered manager understood their responsibilities under the Mental Capacity Act (MCA) 2015. Staff had awareness of the MCA and understood they could provide care and support only if a person consented to it and if the proper safeguards were put in place to protect their rights.

Staff understood the importance of people having regular meals and sufficient amounts to drink. Where any problems had occurred that concerned a person’s health, such as having swallowing difficulties, the person’s GP was informed so that any referral for additional support was provided.

The registered manager ensured that care staff were matched with the person who received support to ensure there was a degree of understanding between both. This meant that staff also had a natural empathy for the needs of people’s needs.

People using the service said they were involved in making decisions about their care and support. They had received the information they needed about the service and felt that they were treated with dignity and respect.

The provider had effective arrangements in place for monitoring the quality of the service was provided. These arrangements included feedback from various sources and any suggestions were considered and acted on if needed.