The Encounter Group (Encounter Live-In-Care Specialists) Limited provides personal care services to young adults and older people living in their own home in the community.

Not everyone using the service receives the regulated activity; the Care Quality Commission (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 consider any wider social care provided. At the time of our inspection,11 people were receiving personal care.

This inspection took place on the 20, 21, 22 and 23 November 2018. This was the first comprehensive inspection for the service since it registered with the CQC in May 2016.

The provider was also the registered manager at the time of our inspection. 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 receive care from staff that are friendly, kind and caring; passionate about providing the care and support people need and want to enable and encourage them to live as independently as possible in their own homes. People feel cared for safely in their own home.

Staff do not fully understand their responsibilities as defined by the Mental Capacity Act 2005 (MCA 2005). The provider is not fully aware of how to make referrals to the Court of Protection if people lack capacity to consent to aspects of their care and support and are being deprived of their liberty. We have made a recommended about training in this area.

People have care plans that are personalised to their individual needs and wishes. Records contain detailed information to assist care workers to provide care and support in an individualised manner that respects each person's individual requirements and promote treating people with dignity.

Staff have the skills and knowledge to provide the care and support people need and are supported by a provider who is visible and approachable, receptive to ideas and committed to providing a high standard of care.

People's health and well-being is monitored by staff and they are supported to access health professionals in a timely manner when they need to. People are supported to have sufficient amounts to eat and drink to maintain a balanced diet.

Staff understand their responsibilities to keep people safe from harm or abuse and know how to respond if they have any concerns. Care plans contain risk assessments which give instructions to staff as to how to mitigate risks; these enable and empower people to live as independent a life as possible safely.

Staffing levels ensure that people receive the support they require safely and at the times they need. The recruitment practice protects people from being cared for by staff that are unsuitable to work in their home.

The provider is closely involved in the day to day running of the service and continually monitors the quality of the service provided. Staff and people are confident that issues will be addressed and any concerns they have will be listened to and acted upon.