This announced inspection took place on 03 August 2016. The registered provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure someone would be in at the office.

Belong at Home Domiciliary Service Crewe is registered to provide personal care to people in their own homes. The agency operates from an office within a Belong at Home Village and has disabled access. The Belong at Home Village is a building which incorporates nursing and residential accommodation alongside community facilities which are open to the public as well as people receiving care from the registered provider.

People who use the services of the domiciliary care service also have access to the facilities within the Belong village including a hair dressers, gym and adapted bathroom. At the time of inspection the service was supporting 30 people and employed ten staff to provide 220 hours of support on a weekly basis.

There was a registered manager in place. 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.

The service was last inspected in February 2014. We identified no concerns and found the service was meeting all standards we assessed.

At this inspection visit carried out in August 2016 people spoke positively about the quality of service provided. People repeatedly told us staffing levels met their needs and staff went the extra mile to help people. Staff were constantly referred to as ‘kind’ and ‘caring.’ People who used the service, relatives and health professionals commended staff knowledge. They told us they were confident and assured that people who used the service were supported by competent staff.

There was a great emphasis on recruiting staff with shared values and beliefs in order to deliver high quality care alongside the service mission statement. Staff we spoke with were strongly committed to making a difference. They spoke passionately and proudly about the people they supported and were able to discuss ways in which they had made a gone the extra mile to make a positive difference to people’s lives.

There was an emphasis on creating positive health outcomes for people who used the service. Health care needs were met in a proactive manner. A holistic approach was taken to meet people’s health care needs. The service addressed psychological and social needs alongside physical health. People told us their wellbeing had improved since they started receiving a service from Belong at Home Domiciliary Service Crewe.

The service worked in partnership with other care professionals to meet needs and referred to best practice guidance when developing care plans. Health professionals we spoke with repeatedly praised the standard of care provided and described the service as professional and reliable.

There was a strong emphasis on ensuring people’s dietary needs were consistently met. A health professional with an interest in diet and nutrition spoke confidently about the skills of the staff and their ability to meet people’s dietary requirements. They told us the service worked innovatively to meet people’s nutritional needs within a person centred way. Staff knowledge was praised in regards to meeting people’s dietary needs.

People who used the service were supported to attend activities within the Belong at Home Village, if they wished. There was a vibrant and welcoming atmosphere within the community area which allowed people to feel comfortable and relaxed. People were enthusiastic about the service offered within the Village community and the opportunities made available to them.

Staff recognised the importance of friendship and socialisation and encouraged people to be part of their

We spoke with four people who used the service, the manager and three staff members during this inspection. People who used the service told us that they had no concerns regarding the care and support they received. One person said: "I've every faith in the manager, the communication is great and I am informed who is to visit me and when."

We found that there were effective recruitment and selection processes in place. Staff spoken with informed us that they had received a through induction and that additional training was provided to support them in their roles.

Staff had received training and were aware of the providers infection control policy and procedures.

Information about how to complain or comment was clearly explained in the service user guide that was given to everyone when they start using the service. People spoken with told us they had had no cause to complain.

This report should be read in conjunction with the report of the inspection which was carried out by the Care Quality Commission on the 13 April 2012.

We did not speak with people who used the service during this inspection.

During our inspection we spoke with the general manager for Belong Village Crewe and the acting coordinator for Belong at Home Domiciliary Care Agency Crewe.

We saw that areas that may affect the health and welfare of people who used the service were identified and appropriate action taken to ensure people's safety and welfare was maintained

We saw copies of people's care records, called My Support Plan, which showed that reviews were held with the people who used the service .

The general manager told us that the quality assurance manager for CLS Care Services carried out monitoring visits of the agency. However, we did not see a record of the visits during our inspection.

There were comprehensive policies and procedures available that provided guidance for the staff on maintaining and improving the quality of care for the people who used the service.

We saw a copy of the findings from a customer survey which was dated March 2012. Overall, the findings of the surveys were that people were generally satisfied with the service offered by Belong at Home Domiciliary Care Agency Crewe.

There were policies and procedures in place where people who used the service and others could raise concerns about the service offered.

During our inspection the people we visited who use the service told us they were treated well and with respect by the staff that supported them. One person told us that staff ‘were more like friends then employees’. Another person told us they had used other agencies but that Belong at Home Domiciliary Care Agency was the one that ‘best met my needs’. People also told us that they were visited by staff from the agency before the service started. They told us they were fully involved in making decisions about the care and support they required. We also spoke with a relative of one of the people who uses the service. The relative told us they have always seen staff treat people with respect and ensure their dignity was being maintained, particularly when supporting them with personal care.

The people we spoke with who use the service were very positive about the care and support they received. They told us the service was reliable, prompt and that staff arrived on time. People told us that staff provide the support that meets their needs and that ‘nothing is to much trouble for them’. One person told us ‘the service is excellent’ and that without it they may not be able to continue living in their home.

During our inspection we spoke with people who use the service, they told us that that staff treat them with respect and that they have no concerns about their safety or well-being. They also told us they knew what to do if they had any concerns or worries and were confident they would be listened to.

We also spoke with a relative who told us they were confident that people who use the service were kept safe and well. They also told us they knew what to do if they had any concerns or worries and were confident they would be listened to.

One person told us that staff ‘often stay over the agreed amount of time with them’. Another person told us that staff ‘do what they were supposed to do and more if they have the time’. They told us that that the co-ordinator for the service contacts them, either by phone or by visiting them, to ensure they were happy with the service.

A family member told us they were satisfied that their relative was ‘in safe hands’ when receiving support from the staff.