This announced inspection took place on the 13 September 2016. CCS Complete Care Services provides personal care to one hundred and ninety nine people who live in their own homes.

The service has a registered manager who was present throughout our inspection. 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 while receiving care. Staff had the skills and knowledge to recognise the possible signs of abuse and knew the appropriate action to take should concerns arise.

People received their medicines safely and were happy with the support they received. The service had ensured that only staff who had received training in medicines were able to support people with this part of their care.

People told us that staff knew how to support them safely. However records we viewed did not evidence clearly that assessment of individual risks to people had taken place or detail what measures had been put in place to reduce the risk to the person.

The Mental Capacity Act (2005) applied to some people using this service. Staff were not clear about how this legislation applied to the people they were supporting. The service had not carried out assessments or best interest meetings when it was deemed that someone lacked mental capacity.

Staff received a comprehensive training programme to provide them with the skills and knowledge to support people appropriately. Staff told us they felt supported in their roles and there were systems in place for staff to seek advice should they need to.

People told us they valued receiving support from a consistent staff team who knew their individual needs well. People felt cared for by staff who were compassionate and dedicated to their roles. People were in control of their care.

People could state when they wished to receive their care and the service had been flexible in changing call times for people.

People were involved in reviewing their care to ensure it continued to meet their needs and wishes.

People and their relatives were aware of and felt able to raise any concerns or complaints. Where complaints had been raised the provider had taken action to resolve the concern for the person.

People and their relatives were happy with how the service was managed. The systems in place to monitor the quality of the service were not always comprehensive or robust and while they had picked up some areas requiring development they had not always identified where improvements were needed.

We inspected Complete Care Services Ltd on a planned, announced inspection. We had informed the service prior to our inspection to ensure that someone would be available to facilitate the inspection. We used an expert by experience to speak to people who used the service. We sent out questionnaires to a proportion of people to gain feedback on the service they were receiving from Complete Care Services.

We found that people who used the service had consented to their care, treatment and support.

People who used the service told us and we saw that their care and welfare needs were being met. One person told us: "They are very good to me. I have no complaints about them. They are like friends to me. They are very kind to me. We always have a laugh and a joke when they come. They are very respectful".

We looked to see if people who used the service were safe; the service had recently implemented systems to improve their safeguarding procedures. One person who used the service told us: "All the ladies are respectful and caring. I know I feel secure with them. They take good care of me. They are very courteous”.

We found that the service followed the correct recruitment procedures when employing new staff.

The service had systems in place to monitor the quality of the service provided by Complete Care Services.

We saw that the service had a complaints procedure and people who used the service knew how to use it.

We visited Complete Care Services (CCS) on a planned unannounced inspection, which meant the service did not know we were coming.

People who used the service spoke highly of the staff and the service they receive from CCS. One person told us, "I am very happy with my care".

Staff we spoke with said they felt supported by the manager and received plenty of training to complete their role effectively.

The manager demonstrated that they had knowledge of the safeguarding procedure and showed us evidence of how they keep people safe from abuse.

The service had implemented quality audits to continually monitor the quality of the service they delivered.