This inspection took place on 03 and 07 November 2016 and was announced.

Tordan Healthcare provides support and personal care to children and adults in their own home, including live in care and support to people with complex health needs. At the time of this inspection the service was providing support with personal care to 19 people with a range of support needs. The service also provides support to people that does not include personal care and as this support is not regulated by CQC it was not included in this inspection.

The service was registered at this location on 30 January 2014 and this was the first ratings inspection conducted.

The registered manager for the service had been in post since the service was registered. 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 we spoke with told us they were happy with the service provided and they felt safe with Tordan Healthcare. Staff had received safeguarding training and they were aware of their responsibility to report any concerns to their manager. The service had procedures in place for identifying and following up allegations of abuse, and staff demonstrated knowledge of the procedures to follow.

Care plans contained risk assessments which were relevant to people’s individual needs and the environment and contained sufficient detail to provide direction for staff in how to reduce risks to people.

The registered provider had a robust system in place to vet potential employees. All staff who administered medicines were trained and assessed as competent. This meant people received their medicines from people who had the appropriate knowledge and skills.

Staff told us they felt supported. New employees were supported in their role and there was a programme of on-going refresher training for existing staff. Staff told us they received occasional supervision to ensure they had the skills and competence to meet people’s needs.

Staff had received training in the Mental Capacity Act and understood people’s rights to make decisions about their lives.

People who used the service told us staff were caring and kind. People’s privacy and dignity was respected and care plans reflected the need to encourage people to retain their level of independence. The service catered for people's diverse needs and people were matched to care staff to provide continuity of care.

People had care plans in place which noted the tasks they required support with, as well as detail about their choices and preferences. Staff told us these were reflective of people’s needs and we saw these were updated regularly.

People who used the service told us the service was generally well-led and they were happy with the care provided.

The registered provider had a system in place to monitor the performance of the service. Staff were monitored at regular intervals and audits were completed of people’s daily records, care plans and staff files. The registered provider asked people who used the service and staff for feedback and this information had been reviewed and fed back to staff.