This inspection took place on 17 and 19 January 2017 and was announced. We gave the registered provider 24 hours’ notice to ensure someone would be available at the office.

Village Care Limited - 3c Wesley Place provides care to people living in their own homes. On the day of our inspection there were 84 people using the service.

The service had a registered manager in place. 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.

We last inspected the service in December 2014 and rated the service as ‘Good.’ At this inspection we found the service remained ‘Good’ and met all the fundamental standards we inspected against.

People felt safe using Village Care Limited - 3c Wesley Place.

The registered provider had an effective recruitment and selection procedure in place. Any staff absences were covered by the registered provider’s own permanent staff. People who used the service and their family members said staff usually arrived on time and stayed for the agreed length of time.

Accidents and incidents had been appropriately recorded and risk assessments were in place for people who used the service and staff.

The registered manager understood their responsibilities with regard to safeguarding and staff had received training in the protection of vulnerable adults.

There was a safe system in place for the management of medicines and medicines administration records were completed accurately.

Staff were suitably trained and training was arranged for any due refresher training. Staff received regular supervisions and appraisals.

The registered provider was working within the principles of the Mental Capacity Act 2005 (MCA).

People were protected from the risk of poor nutrition and staff were aware of people’s nutritional needs. Care records contained evidence of visits to and from external health care specialists.

People who used the service and family members were complimentary about the standard of care provided by the staff at Village Care Limited - 3c Wesley Place and staff treated people with dignity and respect.

Care records showed that people’s needs were assessed before they started using the service and care plans were written in a person centred way.

Staff supported people who used the service with their social needs.

People who used the service and family members were aware of how to make a complaint.

Staff felt supported by the registered manager and were comfortable raising any concerns. People who used the service, family members and staff were regularly consulted about the quality of the service. People and family members told us the management and office staff were approachable.

We spoke with people who used the service and their relatives as part of this inspection. Everyone we spoke with told us the staff treated their relatives with respect and dignity.

People told us they always had the same team of staff coming to their home. People explained to us how important this was for them as they liked to get to know the staff supporting them.

We asked about staff practices and were told staff were friendly and polite and understood the support needs of the people in their care. One person told us “I’m very happy with Village care, they’re very professional.”

People told us they never had a missed call and staff stayed for the full time agreed in their care plan. Relatives told us if their family member was unwell the staff would always contact them and make sure they were safe until help arrived.

Everyone told us there was good communication between the company, staff, relatives and people who used the service.

People told us they felt able to say if they were unhappy with any aspect of their care. One person said “I can’t say I have any problems but if I did I would ring and tell them.” Another person told us “I would happily ring the office to express my views.” People also told us the manager regularly went to see them to check how they were.

This inspection took place on 19 and 23 December 2014 and was unannounced. This meant the staff and provider did not know we would be visiting.

Village Care Limited – 3c Wesley Place provides personal care to people in the community. On the day of our inspection there were 77 people using the service.

Village Care Limitied had a registered manager in place. 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.

Village Care Limited was last inspected by CQC on 27 June 2013 and was compliant.

There were sufficient numbers of staff on duty in order to meet the needs of people using the service. The provider had an effective recruitment and selection procedure in place and carried out relevant checks when they employed staff.

Thorough investigations had been carried out in response to safeguarding incidents or allegations.

Medication care plans, medication records and risk assessments were completed and up to date.

Training records were up to date and staff received regular supervisions and appraisals, which meant that staff were properly supported to provide care to people who used the service.

Consent was obtained for care and treatment and the registered manager was aware of the service’s responsibilities with regard to the mental capacity act.

People who used the service told us they were well looked after by Village Care Limited – 3c Wesley Place. They told us, “They go above and beyond” and “she [care worker] is a lovely person and she’s very helpful.”

Staff treated people with dignity and respect and people were encouraged to care for themselves where possible.

Care records showed people’s needs were assessed before they started using the service and we saw care plans were written in a person centred way.

We saw a copy of the provider’s complaints policy and procedure and saw that complaints were fully investigated.

The provider had a robust quality assurance system in place and gathered information about the quality of their service from a variety of sources.