360HC Ltd is a domiciliary care agency which is located in Pontefract. The service provides personal care and support to people living in their own homes in the Wakefield area, about 70 people were receiving support at the time of our visit.

The last inspection of this service took place on 26 October 2013, where we found the registered provider was compliant with the regulations that we looked at. Before this inspection which took place on 27 October and 1 November 2016 we contacted the registered manager to tell them we would be inspecting the service within 24 hours. This ensured that the registered manager could be present during our inspection.

There was a registered manager in place. 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.

Staff understood how to protect people from harm and abuse. They knew how to report abuse and told us they would report any issues to the registered manager, local authority or to the Care Quality Commission. This helped to protect people from harm.

Staff were provided in sufficient numbers to ensure service delivery. Staff received training which helped to maintain and develop their skills. Supervision and appraisals were conducted to identify further training needs and to discuss the staff’s performance.

Staff were caring and worked flexibly to help provide continuity of care to people. This included the directors and office staff.

People’s care records reflected their current care and support needs. Staff understood people’s needs and were aware of potential risks to people’s health and wellbeing, or risks present within their home environment.

People received person-centred care based on their preferences. People and their chosen representatives were involved in assessments and the care planning process prior to the service commencing, which ensured all parties were informed.

We visited a person who used the service. We saw that they looked well cared for. They confirmed the staff took good care of them and met their needs.

People were supported to take their medicines as prescribed. Staff had received training in medicine management and administration and followed the Wakefield County Council guidance and the registered providers policies and procedures.

Staff supported people to maintain their nutritional needs and assisted them to make choices regarding their meals. This ensured people’s nutritional needs were met.

Staff contacted relevant health professionals for help and advice to protect people’s wellbeing.

The management team were available at any time to people, their relations and staff to provide assistance, help or advice.

Staff understood that if people lacked capacity to make their own decisions then the principles of the Mental Capacity Act 2005 and codes of practice must be followed, which helped to protect people’s rights.

An effective quality monitoring system was in place. People’s views were sought about the service through questionnaires. Feedback received was acted upon to make sure people remained satisfied with the service they received. The management team undertook audits and checks were carried out called ‘spot checks’ to observe how staff delivered care to people.

There was a complaints policy in place so people could raise issues. However, no complaints had been received since the last inspection.