This inspection took place on 9, 13 and 14 August 2018 and was announced. This was the first inspection since Aspirations Hertfordshire (Outreach) registered with the Care Quality Commission (CQC) on 25 January 2017.

At the time of our inspection the provider was registered to provide personal care from Office 8, Maylands Business Centre, Redbourn Road, Hemel Hempstead, Hertfordshire, HP2 7ES. However, the provider had moved offices to Office 6, Maylands Business Centre Redbourn. We have asked the registered manager to make an application to CQC to amend their registration accordingly as they had not done this prior to our inspection.

This service is a domiciliary care agency. It provides personal care to people living in [their own houses and flats] [and] [specialist housing]. It provides a service to [older adults], [younger disabled adults], [children].

Aspirations Hertfordshire (Outreach) provides support to people to access the community to work, follow their interests and achieve their goals. It provides a service to adults with learning and physical disabilities, sensory impairment. At the time of the inspection there were 47 people using the service out of which six people received the regulated activity, personal care.

The service had a registered manager who was also the provider. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 felt safe, happy and supported by staff from Aspirations Hertfordshire (Outreach). Staff had received training in how to safeguard people from abuse and knew how to report concerns, both internally and externally.

Safe and effective recruitment practices were followed to help ensure that all staff were suitably qualified and experienced. Arrangements were in place to ensure there were sufficient numbers of staff available to meet people’s individual needs.

Plans and guidance had been drawn up to help staff deal with unforeseen events and emergencies.

Trained staff helped people to take their medicines safely when required. Identified and potential risks to people’s health and well-being were reviewed and managed effectively.

Staff received training and refresher updates relevant to their roles and had regular supervision meetings to discuss and review their development and performance.

People are supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice.

Staff had developed positive and caring relationships with the people they cared for and knew them very well. People were involved in the planning, delivery and reviews of the care and support provided. The confidentiality of information held about their medical and personal histories was securely maintained.

Care was provided in a way that promoted people’s dignity and respected their privacy. People received personalised care when required and support that met their needs and took account of their preferences.

Staff were knowledgeable about people’s background histories, preferences and people were supported to pursue social interests and take part in meaningful activities relevant to their needs, both at their home and in the wider community.

Complaints were recorded and responded to in line with the service policy.

People, relatives and staff were complimentary about the registered manager and how Aspirations Hertfordshire (Outreach) was run and operated.