We inspected this service on 10 March 2017. This inspection was announced. This meant the provider and staff knew we would be visiting the service’s office before we arrived. There were 57 people in receipt of personal care support at the time of this inspection visit. This was the first inspection since the provider’s registration on the 4 January 2016.

The service had a registered manager in post. 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.

People received their calls as agreed and in general from a consistent staff team. People were protected from abuse as staff understood what constituted abuse or poor practice and their role in reporting concerns. The provider had systems and processes in place to protect people from the risk of harm. Checks on staff were done before they started work to ensure they were suitable to support people. Medicines were managed safely and people were supported to take their medicine when needed. Checks were done on the equipment people used to ensure it was safe.

People were supported by staff that received training to develop their skills and safely support the people they worked with. Staff were provided with supervision by the management team to monitor their conduct and support their professional development. Staff supported people to make their own decisions. When people were unable to consent, assessments had been undertaken regarding those specific decisions to ensure they were made in their best interests and with the involvement of their family and friends. The delivery of care was tailored to meet people’s individual needs and preferences.

People’s needs were assessed and care plans were developed with them to direct staff on how to support them in their preferred way. When needed people were supported to maintain their dietary requirements and preferences and to access healthcare services.

Quality monitoring checks were completed by the registered manager and provider and when needed action was taken to make improvements. The provider sought the opinions of people and their representatives to bring about improvements. The provider understood their responsibilities around registration with us. Staff were supported in their job and had opportunities to give their views. People knew how to complain and we saw when complaints were made these were addressed.