This announced inspection took place on 7 September 2016 with phone calls made to people using the service and their relatives on 8 September 2016. The provider had a short amount of notice that an inspection would take place so we could ensure staff would be available to answer any questions we had and provide the information that we needed. This was the first time we had inspected the service.

Black Country Care are registered to deliver personal care. They provide support to older people living in their own homes. At the time of our inspection 120 people were accessing this care through the provider. The service also provides a supported living service, where people hold their own tenancy and staff support them within the property. 17 people were using this service.

The service had a registered manager. 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.’

Staff supported people in a way that made them feel safe. Staff understood the procedures they should follow if they witnessed or suspected that a person was being abused or harmed. Criminal records checks were undertaken before staff were able to begin their role. People were supported to take their medication at the appropriate times. People received the support they needed and were satisfied with the timings of calls. Staff had a detailed knowledge of the risks posed to people and acknowledged people’s risk assessments.

Staff had the skills and knowledge required to support people effectively. Staff received a detailed induction prior to them working for the service and they felt prepared to do their job. Staff could access on-going comprehensive training and regular supervision to assist them in their role. Staff knew how to support people in line with the Mental Capacity Act and gained their consent before assisting or supporting them. Staff assisted people to access food and drink and encouraged people to eat healthily. Staff knew who to contact to support people’s healthcare needs.

People were involved in making their own decisions about their care and their own specific needs. People felt listened to, had the information they needed and were consulted about their care. Staff provided dignified and respect to people. People were encouraged to retain a high level of independence with staff there ready to support them if they needed help.

People’s preferences for how they wished to receive support were known and always considered by the care staff. Staff understood people’s needs and provided specific care that met their preferences. Staff considered how people’s diverse needs should be met. People knew how to raise complaints or concerns and felt that they would be listened to and the appropriate action would be taken. The provider requested feedback from people using the service and staff and acted upon information received.

People were happy with the service they received and felt the service was led in an appropriate way. Staff were well supported in their roles with a clear management structure. Staff felt that their views or opinions were listened to. Quality assurance audits were carried out to look for patterns and trends that may impact upon how the service is delivered.

At this inspection we inspected the supported living service for people who have a learning disability. There were seven people who used the service on the day of our inspection. We met with five people who used the service at an activity they were attending in the community. During the day of our inspection we met with seven members of staff and the registered manager. Some people who used the service were unable, due to their communication needs, to tell us their views of the service. Therefore, we spent time observing how staff supported people. We spoke with two relatives of people who used the service and three members of staff on the telephone after our inspection.

Staff had the information they needed to know how to support people who used the service to meet their individual needs.

People were supported to do the things they wanted to do. One person told us, “I went to a club this morning and I’m out here this afternoon. On Thursday I’m going out in the morning, shopping in the afternoon and then out to celebrate another person’s birthday in the evening. I’m also going out on Friday, I love going out.”

Systems were in place to ensure that people who used the service were safeguarded from harm and abuse.

Medicine management systems in place were safe so that people received their medicines as prescribed to ensure their safety and wellbeing.

Recruitment processes ensured that staff were employed who had the appropriate skills and knowledge to safely meet people’s needs.

People, their relatives and staff were asked for their views about the service and these were listened to. One person told us they had chosen how their bedroom was decorated, they said, “I have my own nice room, it’s been redecorated and I have had new flooring.”