Absolute Care Services Limited (Reigate) is a domiciliary care provider based in Surrey.

People who receive a service in their own homes include those living with physical frailty or memory loss due to the progression of age or illness. The agency also provides services to people living with dementia and people with mental health needs. At the time of our inspection 9 people received care and support in accordance with the regulated activity of personal care.

The inspection took place on 22 June 2017. The provider was given forty eight hours’ notice of the inspection.

There was not 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. A new manager was in post and had started the registration process to become the registered manager.

Staff had a positive and caring attitude about their jobs. People told us that they were happy with the care and support they received. One person said, “They are extremely reliable, they have never missed a visit, and they keep me informed.” All the staff we spoke with were happy in their work.

People received a safe service from Absolute Care Services Limited (Reigate). There were suitable numbers of staff who were appropriately trained to meet the needs of the people who used the service. Commencement of new care packages was balanced against the staffing levels to ensure people received the care and support when they needed it.

Risks of harm to people had been identified and clear plans and guidelines were in place to minimise these risks. Staff understood their duty should they suspect abuse was taking place, including the agencies that needed to be notified, such as the local authority safeguarding board or the police.

Staff recruitment procedures were safe. The provider had undertaken appropriate safety checks to ensure that only suitable staff were employed to support people in their own home. Staff met with their line manager on a one to one basis to discuss their work. Staff received a comprehensive induction and ongoing training, tailored to the needs of the people they supported.

Staff managed the medicines in a safe way and were trained in the safe administration of medicines.

Where people did not have the capacity to understand or consent to a decision the provider had followed the requirements of the Mental Capacity Act (2005). An appropriate assessment of people’s ability to make decisions for themselves had been completed.

People were supported to have enough to eat and drink. They received support from staff where a need had been identified. People were supported to maintain good health. The staff were kind and caring and treated people with dignity and respect. The staff knew the people they cared for as individuals.

People received the care and support as detailed in their care plans. Care plans, although basic, were based around the individual preferences of people as well as their medical, psychological and emotional needs. They gave enough detail for staff to reference if they needed to know what support was required. Care plans were in the process of being reviewed by the manager and provider to make them more person centred.

People knew how to make a complaint. When complaints had been received these had been dealt with quickly and to the satisfaction of the person who made the complaint.

The provider had effective systems in place to monitor the quality of care and support that people received. The manager had ensured that accurate records relating to the care and treatment of people and the overall management of the service were maintained.

Records for checks on health and safety, and medicines audits were all up to date. Accident and incident