This inspection took place on 25th April, 2nd & 4th May 2018 and was announced. The provider was given short notice of our intention to inspect the service. This is in line with our current methodology for inspecting domiciliary care agencies to make sure the registered manager would be available. This was the first inspection of the service since registration with the Care Quality Commission (CQC) in August 2015.

Care @ Carers Resource is a domiciliary care service, covering the following areas: Airedale, Bradford, Craven and Harrogate. It provides personal care to people living in their own homes in the community. It provides a service to people over the age of 18 years. However not everyone using the agency receives a regulated activity as CQC only inspects services which provide ‘personal care’ help with tasks related to personal hygiene and eating. In cases where the above care is delivered, we also take into account any wider social care provided. At the time of our inspection 41 people were receiving personal care.

There were three registered managers in post when we inspected, with one manager at each area. 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.

This service is rated overall as good. There was an excellent, person-centred culture in the service, driven by a committed management team that led by example and supported their staff at all times. Staff were passionate about providing excellent care and support that was tailored to and respected each person’s individual needs and preferences. People’s care plans were detailed and person-centred.

Staff told us the induction and shadowing process was thorough and prepared them for their roles. We saw staff received the training and support they required to meet people’s needs. Staff had a good understanding of safeguarding.

Risk assessments showed any identified risks had been assessed and mitigated. We saw people and or/their relatives had been involved in their care plans and reviews. People’s nutritional needs were met and they were supported to access healthcare support as and when needed.

People and relatives spoke highly of the personalised service provided by a team of regular care staff who knew them well which included the registered managers. They said staff arrived on time and stayed the full length of the call. They described staff as wonderful, brilliant, caring and gentle.

They said staff were patient and didn’t rush, giving them time to do things at their own pace. People’s privacy and dignity was respected. Medicines management was safe.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; and the policies and systems in the service supported this practice.

People we spoke with raised no concerns but knew the processes to follow if they had any complaints and were confident these would be dealt with. The provider had mechanisms in place to ensure people who used the service, staff and other people such as commissioners, social care professionals and families could provide feedback which helped drive improvements in the service. People were asked for feedback and we saw action was taken as a result. Staff told us their suggestions were welcomed and respected.

Staff were recruited safely, well trained and told us they were proud of the work they did. Staff were deployed in sufficient numbers to provide safe support when people needed it.