This inspection took place on 1 November 2016. This was an announced inspection and the provider was given 48 hours' notice. This was to ensure that someone would be available at the office to provide us with the necessary information to carry out an inspection. When we last visited the service on 22 August 2013, we found the service was meeting all the regulations we looked at.

Angel Human Resources Limited provides care and support to people in their own homes who have physical and mental health care needs. At the time of the inspection the provider had 87 people who used their service.

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.

People told us they were safe. Medicines were managed safely. Risk assessments identified the risks to people and how these could be minimised. Staff were available to meet people's needs.

People were involved in decisions about their care and how their needs would be met. Managers and staff had received training on the Deprivation of Liberty Safeguards and the Mental Capacity Act 2005.

Staff had access to ongoing training. They were knowledgeable about their roles and responsibilities. They had the skills and knowledge to meet people’s support needs.

People were supported to eat and drink. Staff supported people to attend healthcare appointments and liaised with their GP and other healthcare professionals as required to meet people’s needs.

People received individualised support that met their needs. Staff knew how to respond to people's needs in a way that promoted their individual preferences and choices regarding their care.

People were treated with dignity and respect. Staff understood people’s preferences, likes and dislikes regarding their care and support needs. Care was planned and delivered in ways that enhanced people’s safety and welfare according to their needs and preferences.

People were supported to maintain good health and had access to healthcare services.

The service regularly requested feedback from people who use the service. People, relatives and staff said the management were approachable and supportive. Systems were in place to monitor the quality of the service. People felt confident to express any concerns and these were addressed by the registered manager.

We spoke with two staff members who had completed safeguarding training and were aware of the local authority's safeguarding processes. The provider had safeguarding policies and procedures in place, and staff were made aware of these and were provided with a copy. Staff told us that they were able to identify signs of abuse and associated actions to take. We saw evidence that the provider had contact details of the local authority safeguarding adults team. This meant that people who use the service were protected from the risk of harm or abuse.

We found that the provider respected people who used the services. One person said, "my support worker always supports my decisions". The provider involved people in the development and review of their care plans. We saw evidence that risk assessments and risk management plans were in place to protect people who use the service.

Staff did not follow their safeguarding policy of reporting and escalating an allegation of abuse.

There was a complaints procedure and policy in place and people who used the service were made aware of this and were encouraged to make a complaint if required.