The inspection took place on 30 August 2018 and was unannounced. This was the first inspection due to the service being new, so we could not gather any information from past reports.

Yourlife Fleet provides home care services. The service is available to people who live in one of the leasehold apartments located in the grounds of Kings Place in Fleet; if people wish to purchase a personal care service from the provider. People can also arrange personal care with external providers if preferred. At the time of our inspection five people received personal care provided by the service.

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 did not have a registered manager at the time of inspection, but the provider had put in place an area manager who was currently ‘stepping’ in to the role and actively recruiting for a registered manager.

The service until recently had failed to carry out any quality assurance checks to monitor the service and improve. Improvements were being made, however these had not yet been imbedded and sustained. There was a clear vision for the delivery of good quality care to people and a positive culture within the staff team. People and staff were engaged and involved with the service. The service worked with other agencies in the provision of people’s care.

People were safeguarded from the risk of abuse. Potential risks to people had been identified, assessed and managed so they could stay safe whilst maintaining their freedom. There were sufficient staff to provide people with their care safely. People received their medicines where required, from trained and competent staff. Staff ensured people were protected from the risk of acquiring an infection during the provision of their personal care. Processes were in place to ensure any incidents were reflected upon and relevant changes made for people’s future safety.

People’s care needs were assessed prior to the commencement of their care and were reviewed regularly. Staff had the appropriate skills and knowledge to provide people with effective care, however, until recently the service had not carried out comprehensive inductions, training or staff competency checks, therefore this work needed to be embedded and sustained. Staff supported people as required to ensure they ate and drank sufficient for their needs. Staff worked both within the service and across organisations to ensure people received effective care. People were supported by staff to ensure their healthcare needs were met and healthcare professional’s guidance was followed. 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 reported they were treated in a kind and caring manner by staff. People were supported by staff to express their views and to be involved in decisions about their care. Staff ensured people’s privacy and dignity were upheld during the provision of their personal care.

People received personalised care which was responsive to their needs. People’s concerns and complaints were sought, listened to and relevant action taken. People’s views about their end of life care had been sought and staff had undertaken relevant training.