We carried out an announced inspection of Townfield Home Care (Rossendale) on 10 and 11 December 2018.

This service is a domiciliary care agency. It provides personal care to people living in their own houses. At the time of the inspection, 37 people were receiving a service from the agency with a range of health and social care needs, such as people with a physical disability and people living with dementia. Support was tailored according to people's assessed needs within the context of people's individual preferences and lifestyles to help people to live and maintain independent lives and remain in their homes.

The service had a manager in post, who was registered with the commission. 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.

This was the first inspection of the service since the location was registered on 12 January 2018.

People using the service told us they felt safe and staff treated them with respect. Safeguarding adults’ procedures were in place and staff understood their responsibilities to safeguard people from abuse. Risks related to people's lives and wellbeing were assessed, monitored and reviewed to support people's safety. Risk assessments were detailed and contained information to help staff understand and manage any identified hazards. There were sufficient numbers of staff deployed to meet people's needs. Appropriate recruitment procedures were followed to ensure prospective staff were suitable to work with vulnerable adults. People received their medicines safely and were supported to eat and drink in accordance with their care plan.

Staff had the knowledge and skills required to meet people's individual needs effectively. They completed an induction programme when they started work and were up to date with the provider's mandatory training. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People’s healthcare needs were monitored as appropriate and staff worked closely with social and healthcare professionals.

Staff were respectful of people’s privacy and maintained their dignity. All people spoken with told us the staff were kind and caring. People were involved in the development and review of their care plans. This meant people were able to influence the delivery of their care and staff had up to date information about people’s needs and wishes. People were aware of the complaints procedure and processes and were confident they would be listened to.

Systems were in place to monitor the quality of the service, which included seeking and responding to feedback from people and their relatives in relation to the standard of care.