This announced inspection took place on 5 and 7 September 2018. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we wanted to make sure someone would be available to speak with us. This was the first inspection since the service registered with the Care Quality Commission.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It is registered to provide care and support to older people including those living with the experience of dementia, to younger adults and to people with a physical disability and/or learning disabilities. At the time of our inspection the service was providing personal care to three people.

The service is required to have a registered manager, and the registered manager had been in post since the service was registered. 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.

Policies and procedures for safeguarding people at risk of abuse were in place and staff knew to report any concerns. Risk assessments had been carried out to identify individual risks and any environmental risks so they could be addressed. People and relatives said the staff kept people safe when providing care and support.

Prior to staff being employed by the service, required recruitment checks were carried out to confirm they were suitable to work with people. There were enough staff to meet people’s needs and people had the same care workers to provide continuity of care.

Policies and procedures for medicines management were in place and staff received medicines training prior to supporting people with medicines. Staff understood infection control procedures and followed them to protect people from the risk of infection.

Prior to receiving care people had been assessed so they could receive person-centred care to meet their needs and wishes. Staff received training and support to provide them with the skills and knowledge to understand and care effectively for people’s individual needs.

Staff assisted people with simple meal preparation if required. Staff knew the process to follow if someone became unwell including summoning the emergency services if necessary.

Staff received training around mental capacity and knew to report any concerns regarding the deterioration in a person’s mental ability to make decisions for themselves. People using the service could make decisions for themselves and confirmed staff respected their right to do so.

People and relatives said the staff were kind and caring, maintained people’s dignity and treated them with respect. Staff supported people’s right to make choices about their lives and supported them to maintain as much independence as they could.

Care records included the care and support people required and, where relevant, information about their lifestyles and interests and hobbies, so staff could speak with people about their interests.

There was a complaints procedure in place and people and relatives said they were confident to raise any concerns with the provider and that any issues they had raised had been addressed promptly.

People and relatives had confidence in the provider and were happy with the care and support people received and the way the service was being run. Staff felt well supported by the provider and enjoyed working for the service.

Processes were being put in place for monitoring aspects of the service and this was work in progress. People’s care and support was periodically reviewed and people were asked their opinions about the service they received and given the opportunity to provide feedback.

Policies and procedures were in place and