This inspection took place on 6 October 2016 and was announced. We gave the provider 48 hours' notice of our visit because the location provides domiciliary care and we needed to make sure there would be someone in the office at the time of our visit.

2M Health and Homecare Services Ltd is registered with the Care Quality Commission to provide personal care to people who wish to remain in their own homes. The agency provides services throughout Leicester and Leicestershire and provides for people with complex healthcare and people who require end of life care. At the time of our inspection there were 21 people using the service who were supported by 15 staff.

There was a registered manager 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.

This was our first inspection of the service since they registered with us.

People were kept safe from the risk of harm. Staff knew how to recognise the signs of abuse and who to raise concerns with. People needs were assessed which identified actions staff needed to take to protect people from risks associated with their specific conditions. Some of these needed to be improved with additional information to ensure staff supported people safely. People were supported to take their medicines as prescribed.

People were supported by the number of staff identified as necessary in their care plans to keep them safe. There were robust recruitment processes in place to ensure new staff were suitable to support people who used the service.

Staff had the skills and knowledge to ensure people were supported in line with their care needs and preferences. Staff undertook an induction and a range of training relevant to the needs of people using the service. Staff received regular support and supervision which enabled them to provide people with effective care.

Staff understood the relevant requirements of the Mental Capacity Act (2005) and how it applied to people in their care. Staff sought consent from people before providing care and understood people's right to decline their care and support.

Where necessary, people were supported to eat and drink and had access to other health professionals in order to maintain their health.

People and relatives had developed positive relationships with the staff that supported them. They spoke about the support staff provided to people and their families, particularly through end of life care. People were involved in the planning and development of their care. Staff promoted and upheld people's privacy and dignity and understood their role in enabling people to maintain their independence.

People's care plans were personalised and reflected people's needs, preferences and wishes. People were supported to share their views about their care but reviews were not always consistently recorded or carried out in a timely manner. The registered manager assured us that they would ensure reviews were undertaken promptly and records improved to reflect people's input into the review of their care.

People told us staff always stayed the full length of the visit or longer in response to changes in people's health or well-being. Some people had concerns about the timekeeping of staff which the registered manager told us they would address.

The provider had a complaints policy which provided people and their relatives with clear information about how to raise any concerns and how they would be managed. People confirmed they felt comfortable to raise concerns with the registered manager and were confident these would be addressed.

People, their relatives and staff were confident in how the service was led and the abilities of the registered manager. The registered man