This announced inspection took place between the 9 and 12 October 2018. This is the first inspection of Trust Homecare Solution Limited since it was registered in December 2017.

Trust Homecare Solution Limited is a domiciliary (home care) care agency. It provides personal care to people living in their own houses and flats. It provides a service to younger adults, older people, people living with dementia, people with a physical disability and people with sensory impairments.

Not everyone using Trust Homecare Solution Limited receives the regulated activity of personal care. 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.

At the time of our inspection there were 30 people using the service who were also receiving the regulated activity of personal care.

A registered manager was 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.

The service was safe. Staff helped ensure that people were safeguarded from the risk of harm. The provider identified risks to people and managed them well. The recruitment process was robust and there were enough staff employed with the necessary skills. The provider monitored accidents and incidents and lessons were learned to prevent recurrence. Skilled and competent staff administered people’s medicines safely. Staff helped people to keep a clean environment in their homes.

The service was effective. Staff with the necessary skills met people’s needs. Staff supported and encouraged people to eat a healthy and balanced diet with enough to drink. People were enabled to access health care services. People were given choice and control over their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice. The registered manager worked with other organisations such as the local authority.

The service was caring. Staff cared for and supported people in a sensitive, kind, and compassionate way. Staff respected people’s privacy and dignity and promoted their wellbeing. The provider had procedures and policies in place to help people to access and use advocacy services. People had a say and were involved in how their care was provided. People were treated with fairness whatever their needs were.

The service was responsive. People received person-centred care that was based on their needs. Staff recorded the care visits to people and the provider monitored this to ensure that alternative staff resources could be deployed when needed. This helped improve the quality of people’s lives. Concerns were found and responded to effectively and this helped drive improvement. People, were supported with end of life care by staff who had the necessary knowledge and skills to do this with dignity. People’s end of life care wishes were respected and acted on.

The service was well-led. The registered manager led by example and ensured the staff had skills relevant to their role. Staff worked as a team and promoted the values of the provider to help people to live life to the fullest despite any disability, gender, or age. Systems were in place and they were effective in identifying and acting on improvements when needed. People contributed to how the service was run. Staff were encouraged to develop their skills according to people’s needs. An open and honest staff team culture was promoted. The registered manager and staff worked in partnership with others including healthcare professionals.

Further information is in the detailed findings below.