This announced inspection took place on 12 and 13 November 2018. Wilaade Care Service was first registered with the Care Quality Commission on 22 November 2017; this was the first comprehensive inspection of the service.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to adults. At the time of inspection, the provider was supporting 19 people with personal care.

Not everyone using Wilaade Care Service receives regulated activity; 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.

The registered provider was also the manager of the service, therefore the service is not required to have a registered manager in post. Registered providers and registered managers are 'registered persons' and as such 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 registered provider did not have all appropriate measures in place to assure themselves of the quality and safety of the service. People could not always be assured that their care visits would take place at the agreed time. Records of staff training needed to be collated to ensure the provider had sufficient oversight of staff learning and development.

Policies and procedures were not always followed; staff recruitment processes needed to be strengthened to ensure that all necessary checks and risk assessments had been completed as part of the staff selection process. The registered provider needed to ensure that staff were provided with regular formal supervision in line with their policy.

People were supported in a safe way. Staff had an understanding of abuse and the safeguarding procedures that should be followed to report abuse. All the staff we spoke with were confident that any concerns they raised would be followed up appropriately by the provider. People had risk assessments in place to cover any risks that were present within their lives, but also enabled them to be as independent as possible.

There were safe systems in place for the administration of medicines and people received their medicines as prescribed. Staff supported people in a way which prevented the spread of infection. Staff used the appropriate personal protective equipment to perform their roles safely.

Staff completed induction training where they completed mandatory training courses and were able to shadow more experienced staff.

Where needed staff supported people to have access to suitable food and drink. Staff supported people to health appointments when necessary. Health professionals were involved with people's care as and when required.

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 were involved in their own care planning as much as they could be, and were able to contribute to the way in which they were supported. Care planning was personalised and considered people's likes and dislikes, so that staff understood their needs fully. People were in control of their care and listened to by staff.

Staff treated people with kindness, dignity and respect and spent time getting to know them and their specific needs and wishes. People told us they were happy with the way that staff spoke to them, and they provided their care in a respectful and dignified manner.

The service had a complaints procedure in place. This ensured people and their relatives were able to provide feedback about their care and to help the service make improvements where required.

At this inspection we found the service to be in breach of two regulations of the Health and Social Care Act 2008 (