Amazed Care Services is a domiciliary care agency which provides care and support to people in their own homes. It provides a service to older adults, people with physical disabilities, younger adults and people who have a mental health or learning disability condition. The agency had a total of 12 clients of whom 11 received the regulated activity of personal care.

The inspection took place on 22 March 2018 and was announced. We gave the provider three days’ notice of this inspection in order that they could arrange home visits and telephone interviews for us. It also meant they could be available in the office to assist us with the inspection. This is our methodology for inspecting this type of service. The service did not require a registered manager. This is because it is run by an individual. The registered provider (provider) assisted us with our inspection.

People were supported by kind and caring staff. People had positive relationships with their care workers and enjoyed their company. Relatives said staff treated their family members with respect and provided care and support in a sensitive way. People and their relatives were encouraged to be involved in planning their care.

There were sufficient numbers of trained staff employed to meet the agency’s care commitments. The agency ensured that people received a safe and reliable service. People were helped to stay safe because staff understood people’s needs and any risks involved in their care. Relatives were confident their family members were safe when receiving their care. There was a contingency plan in place to ensure people would continue to receive their care in the event of bad weather. People who would be most at risk were prioritised. Accidents and incidents were recorded and reviewed by the provider and reflective learning was used to learn from incidents.

Where people’s care involved support with medicines, this was managed safely. Staff helped people keep their homes clean and hygienic. Staff understood the risk of spreading infection and as such wore personal protective equipment.

People’s needs were assessed before they used the service to ensure the agency could provide the care they needed. Staff told us they were introduced to new people before they provided their care. People said their care workers always stayed for the allocated length of their visits.

Staff received the training and support they needed to do their jobs. Staff received regular refresher training and were supported through regular supervisions. Staff attended safeguarding training and understood their responsibilities in terms of recognising and reporting abuse. People were protected by the provider’s recruitment procedures. The provider carried out checks to ensure they employed only suitable staff.

People’s care was provided in accordance with the Mental Capacity Act 2005 (MCA). Staff had received training on the MCA and understood how it applied in their work. People had recorded their consent to their care.

Staff were aware of people’s individual dietary requirements and provided appropriate foods. Staff monitored people’s healthcare needs and responded appropriately if people became unwell.

People received a service that was responsive to their individual needs. Each person had a care plan. Care plans provided guidance for staff and were reviewed regularly to ensure they continued to reflect people’s needs. People’s histories were included in their care plans which helped staff provide responsive care.

People knew how to complain if they were dissatisfied. People and relatives told us they felt they were listened to and the agency were good at communicating with them. They said they felt the agency was well led and that staff were their friends.

The service was managed effectively, which ensured people received safe and well-planned care. The provider sought feedback from people who used the service through annual surveys. Where people made comments, these wer