This inspection took place on the 10 October 2018 and was announced. During our last inspection on 5 February 2016 we found no breaches of regulations and rated the service as Good.

BE Wembley is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults and younger disabled adults. During the day of our inspection BE Wembley was providing personal care to seven people who used the service, which was carried out by eight care workers.

Not everyone using BE Wembley receives the 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.

A manager was registered with the Care Quality Commission (CQC). 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.

If people required help in taking their medicines appropriate procedures and systems were followed by care workers. Care workers knew when to give these and what to do if they were concerned or medicines were missed. People were protected from the risks of abuse. Care workers knew how to recognise the signs of abuse and knew what actions to take if they felt people were at risk of harm. People were protected from risks associated with their health and care provision and measures to reduce or prevent potential risks to individuals were taken.

People received care and support from staff who were well trained and knew how people liked things done. Care workers received appraisals and supervisions, however, supervisions were at times not formally documented. The service ensured that people’s needs were met and appropriate assessments of need were carried out prior or shortly after care and support was provided. People who used the service currently required no support with their nutrition and hydration. People’s healthcare needs were met by the person or their relative, however the agency could make arrangements if required. People were supported to have maximum choice and control of their lives and staff did support them in the least restrictive way possible; the policies and systems in the service did support this practice.

People received support that was individualised to their personal preferences and treated with care and kindness and supported to be as independent as possible. Care workers respected people's privacy and dignity.

Relatives told us they knew how to make a complaint, if necessary, and were confident that any concerns they might raise would be listened to, taken seriously and acted upon.

Relatives and people’s feedback and suggestions were welcomed to help the service continually improve. The registered provider’s audit systems had some gaps, however these did not impact on the quality of care. The registered provider reassured us that he will address these gaps without delay. Relatives told us that management was open and approachable and worked in partnership with them to help meet their needs. Care workers told us that management was supportive and that they enjoyed working for the service.

This inspection took place on 5 February 2016 and was announced. We told the provider one day before our visit that we would be coming. The service provides domiciliary care and support to eight people living in their own homes in Harrow and surrounding areas.

The service had a registered manager in post. 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. The registered manager was on duty on the day of our inspection and we also met with three team leaders of the domiciliary care agency.

People felt safe with the support they received from care staff. There were arrangements in place to help safeguard people from the risk of abuse.

The service had procedures for monitoring and managing risks to people.

People’s care files contained risk assessments. The risk assessments identified risks and actions required of staff to minimise the risk.

Care staff supported people who were unable to manage their own medicines. They had been trained to administer medicines safely.

People were protected from the recruitment of unsuitable staff. Recruitment records contained the relevant checks.

Staff had the skills, knowledge and experience to deliver effective care. They had received a comprehensive induction and training in relevant areas of their work.

People said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.

Staff understood their responsibilities in relation to the Mental Capacity Act 2005. People were involved in making decisions about their care and support and their consent was sought and documented.

People were supported to eat and drink sufficiently to maintain a balanced diet.

The service encouraged people to raise any concerns they had and we saw from records people’s concerns were responded to in a timely manner.

The service was well managed. It proactively sought feedback from staff and people, which it acted on.