This inspection took place on 15 November 2018 and was announced. This was the first inspection since Bells Home Care Limited was registered with the Care Quality Commission (CQC) in November 2017.

The service is a domiciliary care agency. It provides personal care to people living in their own homes in the community. It provides a service to older people, younger adults, people with a learning disability or autistic spectrum disorder, people with physical disabilities and people living with dementia. At the time of our inspection, there were no people with a learning disability or autistic spectrum disorder receiving a service. The service provided personal care to 34 people.

There were two company directors at this service. One of the directors was the registered manager. A registered manager is a person who has registered with the 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 Act 2008 and associated regulations about how the service is run.

The service provided an exceedingly caring and holistic service to people within the community, which was led from the director and the registered manager in particular. Support provided by staff directly enhanced people lives in areas including; health, mobility and independence.

Without exception people and their relatives were extremely complimentary about the service. They were full of praise for the care staff and the registered manager and told us that they were exceptionally kind, caring and compassionate towards them. People were supported by staff who routinely went above what people expected of them and this meant people received excellent, high quality care which positively impacted on their health and wellbeing.

There was a strong culture within the service of treating people with dignity and respect. People and the staff knew each other well and these relationships were valued by people who used the service.

The service was well-led. The registered manager clearly communicated their vision for providing a service that promoted a high standard of person-centred care. Both directors were role models and care staff followed their lead by embedding the values of the service in all areas of support for people.

All of the people we spoke with told us they felt safe. People were supported to make their own decisions; this was encouraged and reflected in their care plans. Care plans demonstrated that the principles of the Mental Capacity Act (MCA) 2005 had been applied.

Medicines were managed safely and staff had good knowledge of the medicine systems and procedures in place to support this.

Staff had access to training and plans to enhance the training provision were in place. The registered manager carried out competency assessments and spot checks to ensure staff were competent in their roles.

Staff understood what action to take to safeguard people from abuse and risks that people were exposed to were appropriately assessed and managed. We found staff had been recruited safely.

People’s nutritional and hydration needs were well-catered for. Staff supported people with their choice of meals and care plans contained information about people's dietary preferences. People were happy with the support they received in relation to their meals.

The management completed investigations into incidents and accidents to reduce the likelihood of future similar incidents. People were protected from the risks of infection through the provision of personal protective equipment for staff.

There was a complaints procedure in place which allowed people to voice their concerns if they were unhappy with the service they received. There were no active complaints at the time of the inspection.

There was a range of quality audits in place completed by management. All of the people we spoke with told us they felt the service was extremely well