Totnes Domiciliary Care Service (South Devon Support Service) is a domiciliary care agency providing personal care and support to people with a learning disability who live in their own homes or supported living accommodation. The service supports some people on a 24 hour basis and others at specific times, enabling people to live independently.

This inspection took place on 19 and 20 December 2016 and was announced. The provider was given 48 hours' notice because the location was a domiciliary care agency and we needed to be sure that someone would be present in the office. On the day of the inspection, nine people were supported by South Devon Support Service with their personal care needs.

The service had 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 and comfortable with the staff that supported them. One person said the staff “help me to live in my own home safely.” People were protected from the risks of abuse and harm. Staff had received training in safeguarding adults and knew how to recognise signs of potential abuse. They understood how to report any concerns in line with the service's safeguarding policy and were confident any issues would be dealt with thoroughly.

Recruitment procedures were robust and records demonstrated the service had carried out checks to help ensure staff employed were suitable for their role. Staff received appropriate training and support to effectively provide safe care and treatment. Newly appointed staff undertook a comprehensive 12 week induction programme, shadowed more experienced staff, and did not work alone until the service managers were confident they had the right skills to carry out their role.

People were supported by kind and caring staff who ensured people received support that was responsive to their needs and as set out in their individual support plans. Staff ensured people's privacy and dignity was respected. People's support plans were designed to help ensure people received personalised care that met their needs and wishes. People told us they were involved in developing their care and support and encouraged to take ownership of their support plans and contribute to them as much or as little as they wished.

People were kept safe because risks associated with people’s support needs; lifestyle choices as well as those relating to the environment had been identified and action taken to minimise and reduce the risk of any harm to the individual or others. Where risks had been identified, management plans were developed to help ensure support staff knew how to support people safely.

People's rights were upheld because staff displayed a good understanding of the principles of the Mental Capacity Act 2005 and Deprivation of Liberty Safeguarding (DoLS).

People were encouraged to make choices and were involved in the care and support they received. Staff told us they would always respect people's decisions.

There was a complaints procedure in place and people knew how to voice their concerns if they were unhappy with the care they received. People's feedback was valued and acted on. There was visible leadership within the service and a clear management structure. The service had an effective quality assurance system in place to help identify areas of improvement and enable the provider to address them promptly.

The registered provider had not always notified the Care Quality Commission of significant events, which had occurred in line with their legal responsibilities.

We have made a recommendation that the provider keep the system for notifying the commission of significant events under review.

During our inspection, we visited the office and one of the houses to meet people who used the service. We also spoke with the area manager, the service manager, three care workers, two relatives and one healthcare professional who worked with the service.

One person we spoke with responded in a positive way when we asked them about living in the home and the care workers. During our visit we observed good interactions between care workers and the three people who lived in the home. Relatives told us “We are absolutely thrilled and delighted with x’s enabler. They get on so well together” and “I am quite happy with them, the carers are good and the food is good”.

We spoke with care workers who were able to tell us how they met people's care needs. We found that care workers received appropriate training and professional development so they could carry out their job role effectively. Staff knew how to report concerns to ensure people were protected from the risk of harm.

There were systems in place to monitor the quality of the service provided. People were asked to give their views about the support they received.