Arch Healthcare Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults, younger disabled adults, and children. At the time of the inspection, there was one person using the service however, we also reviewed records of people who had previously used the service. The service registered with CQC in August 2017 and this was their first rated inspection.

There was a registered manager in post at the time of 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.

There were enough appropriately trained and qualified staff to meet people’s needs. Staff managed people’s medicines effectively, and staff were recruited in a safe way.

Risks to people were assessed appropriately, and staff demonstrated an understanding of how to protect people from abuse.

The service understood and operated under the principles of the Mental Capacity Act (2005). People’s health and wellbeing was monitored and upheld. People’s nutritional and hydration preferences were clearly recorded.

Interactions with healthcare professionals were clearly recorded and the service understood its role in supporting people to maintain a healthy lifestyle.

Staff received an appropriate induction, training programme and ongoing monitoring and support.

Relatives of people using the service told us staff were kind and caring. The service promoted people’s dignity, privacy and independence through its documentation and in practice. People’s diverse characteristics were considered and protected.

Care plans contained person-centred, holistic information and clear guidance for staff on how to care for people in the way they wanted. Care plans were regularly reviewed. The service had received no complaints since it registered, but there was a policy in place outlining how any complaints raised would be investigated and responded to.

There was a sufficiently robust quality assurance process in place. There was a clear vision for the service and its values were visibly promoted through its interview process and documentation. The service worked in conjunction with partner agencies to improve the quality of the service delivered. People and their relatives were engaged with in a positive way

The service was working under the principles of the Accessible Information Standard.