This inspection took place over four days on the 9, 15, 16 and 21 August 2018 and was announced.

This was the first inspection since Adelfi Homecare registered with the Care Quality Commission (CQC) on 23 August 2017.

This service is a domiciliary care agency and provides support with personal care to people living in their own homes in the community. It supports young adults between 18 and 65 years, older adults, people with physical disabilities and sensory impairment and people living with dementia. At the time of the inspection 29 people were receiving assistance with the regulated activity personal care. This means help with personal hygiene, eating and drinking.

The service had a registered manager, who was present during the inspection. 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.

People’s needs had been assessed when they requested support from the agency, to ensure staff had the skills to provide the care people needed. Care plans were written and agreed with people and their relatives, if appropriate. They were reviewed regularly and when people’s needs changed. An effective quality assurance system enabled management to audit the care plans and other records, including medicines, accidents and incidents, to identify trends and take action when needed.

People and relatives told us staff provided the care and support they needed and treated them with respect. Staff had an understanding of the Mental Capacity Act 2005 and consistently asked for people’s permission before providing assistance. One person said, “They always ask me before they do anything, very re-assuring.” Staff had completed equality and diversity training and were confident they protected people’s human rights.

Staff demonstrated good knowledge of people’s needs. They explained clearly how people were supported to make choices and plan the care and support they received. People and relatives were very positive about the agency, the care they received and the staff. They said it was a family run business; they all felt part of the family and were encouraged to discuss the care they received and raise concerns if they had any.

People told us they felt safe and risk associated with the environment and equipment had been identified and managed. Staff had attended safeguarding training and demonstrated a good understanding of supporting vulnerable people. If they had any concerns they reported them immediately to the provider or registered manager, who were on call at weekends and out of office hours.

Regular supervision and staff meetings ensured staff were up to date with current best practice. Staff told us they were supported by management and were encouraged to discuss the services provided and put forward suggestion for improvements. Staff had completed relevant training, including medicines and moving and handling and, there were opportunities for additional training that was specific to people’s need, such as supporting people living with dementia.