This inspection took place on 9 May 2017. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure the registered manager would be available for the inspection. It also allowed us to arrange to visit people receiving a service in their own homes.

Burley’s Home Care Services provides personal care to people living in Taunton, Wellington, Wiveliscombe and villages within the area. At the time of this inspection they were providing care and support for seven people, three of whom received personal care. They also provided a domestic service to people living in their own homes.

This was the first inspection of the service since they registered with the Care Quality Commission (CQC) in June 2016. No concerns were identified during the registration process.

There is 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 told us they felt safe with the staff who came to provide care and support. One person said “Never felt safer I know them all including the manager.” One relative said, “We feel so much safer now.” There were robust policies and procedures in place to minimise the risks of abuse to people and make sure staff were aware of up to date guidance and legislation. The provider’s recruitment policy and procedure also protected people from harm and abuse.

People who received personal care and support from Burley’s Home Care Service told us they were happy with the service provided. They said the registered manager and staff were open and approachable, cared about their personal preferences and kept them involved in decision making around their care. Documentation showed people were consulted and consented to the care plan put in place to meet their needs.

People told us they were supported by a small team of staff that they had all got to know very well. The agency was well managed and there were plans to slowly expand the service offered. The registered manager was clear that although they wished to increase the size of the agency, they did not want to lose the consistency people experienced with seeing regular staff at agreed times.

People told us the agency was flexible. The registered manager confirmed they were able to change times and days of visits to fit in with people’s life styles or hospital appointments. One person had requested early morning calls but later asked for one morning to be a later call so they could have a “lie in”. The registered manager confirmed they had been able to adjust their visit times to accommodate the request.

Staff monitored people’s health with their consent and could refer and direct to healthcare professionals as appropriate. Support was provided for people to attend hospital and doctor appointments.

The registered manager had a clear vision for the service. They told us, “It is our aim to improve and sustain the client’s independent living by achieving the best possible quality of life for them.” This was supported in care plans where staff were guided to assist people with preparing their own meals and drinks rather than taking over and doing them for them.

Care was planned and delivered in a way that met people’s needs and took account of their wishes and preferences. Staff encouraged and supported people to maintain their independence and confidence. People were involved in the assessment of their needs and only received care with their consent.

There were systems in place to monitor the care provided and people’s views and opinions were sought through care reviews and an annual customer satisfaction survey. Suggestions for change were listened to and actions taken where possible to imp