This inspection commenced on 29 March 2018 and was announced.

AccuroCare Home Care Services (West Herts) is a domiciliary care agency and provides personal care to people living in their own homes and flats in the community. At the time of our inspection 51 people were being provided with a service.

Not everyone using AccuroCare Home Care Services (West Herts) received the 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.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

At this inspection we found the service remained Good.

The service had a registered manager. 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.’

Why the service is rated Good

People felt safe receiving care and support from staff and reported no concerns.

Staff had a good understanding of safeguarding people and were supported by the providers policies, procedures and systems to take action should they have any concerns.

Medicines were managed safely, and appropriate infection control practices were in place.

People were supported by adequate numbers of staff, however some people reported inconsistencies in the timings of their visits. The registered manager had identified this concern and had taken action to address this issue. Safe recruitment practices were consistently followed.

People felt staff were well trained. Staff spoke positively about the support and training they received. Training plans were in place and staff were supported by regular supervision meetings and spot checks.

People were supported with their nutritional needs where necessary and were supported to access the services of health professionals when identified as required.

Staff understood the Mental Capacity Act and gained consent prior to any care being delivered. People are supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice.

People and their relatives felt staff were kind and caring and treated them with respect. People’s dignity was promoted throughout their support and they were encouraged to be independent.

Care plans were personalised setting out individual needs, likes, dislikes and preferences. Plans were regularly reviewed and updated when necessary, with the involvement of people and their relatives.

Feedback on the service was routinely sought from people. Any concerns or complaints received were recorded and investigated by the registered manager and any learning from these was shared with the staff and provider organisation.

The provider had an effective quality assurance process in place to monitor the service and drive improvements which included audits of care file, staff files, spot checks and feedback from people who received a service.

Staff meetings were held regularly which staff found a positive experience. People, relatives and staff felt the registered manager was open, approachable and supportive.

Further information is in the detailed findings below.