We inspected this service on 8 January 2019. The inspection was announced and carried out by two inspectors and an expert by experience.

Care for You (UK) Limited is a domiciliary agency providing 24 hour, live-in-support to people living in their own home. At the time of our inspection 10 people were receiving personal care from the provider.

At our last comprehensive inspection in June 2017 the provider was not meeting all the regulations. We found a breach of Regulation 19, in relation to safe recruitment of staff, and improvement was needed in the key areas of safe and well led. We rated the service ‘Requires Improvement’ overall.

We asked the provider to complete an action plan to show what they would do and by when to improve the service. At this inspection we found the provider had made the required improvements and was no longer in breach of the regulations. We rated the service as Good.

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.

People received care which protected them from avoidable harm and abuse. Staff understood people’s needs and knew how to protect them from the risk of abuse. Risks to people’s safety were identified and assessments were in place to manage risks. People were supported to take prescribed medicines by staff who had received training to assist people safely.

Recruitment checks were completed to ensure new staff were suitable to support people who used the service. Staff received regular training that provided them with the skills and knowledge to support people’s needs. There were enough staff to meet the needs of people who used the service.

The managers and staff understood their responsibilities in relation to the Mental Capacity Act 2005. People were involved in making every day decisions and choices about how they wanted to live their lives.

People received support from live-in care staff that they knew well. People said staff were kind, caring, and respected their privacy. People were supported to have sufficient to eat and drink and their health needs were regularly monitored. The support people received helped them to live independently in their own homes.

The service was responsive to people’s needs and wishes. People were provided with care and support which was individual to them. Support plans were detailed and personalised. Plans provided guidance for staff about how to support each person in the way they preferred. People’s care and support needs were kept under review and staff responded when people's needs changed.

Staff received good support from the management team who they said were always available to give advice. There were effective and responsive processes for assessing and monitoring the quality of the service. The provider used feedback from people to assist them in making improvements to the service. The management team worked well together and were committed to providing a quality service to people.

The inspection took place on 15 June 2017. The provider was given two days’ notice of our inspection. This was to ensure someone was available to talk to us at the office about the service.

Care for You (UK) Limited is a domiciliary agency providing 24 hour live-in-support to people living in their own home. At the time of our inspection 15 people were receiving personal care from the provider.

At the last comprehensive inspection in February 2015 the service was rated as Good overall. Following this inspection we have changed the rating to Requires Improvement.

There was a manager in post and they were in the process of registering with the Care Quality Commission to become the 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.

People and their relatives as well as staff were aware of changes in the management arrangements. Some believed these changes had brought about improvement while other people believed improvement was needed. Staff did not always feel they received the support they needed to meet people’s needs. Training was provided for staff in line with the care and support needs of people. This training included specialist training where this was needed.

Systems in place to monitor the quality of the service were not always effective in highlighting shortfalls and identifying where improvement was needed. Staff recruitment procedures were seen to be unsafe as checks and follow up action were not in place to protect people from potential risks. Risks assessments were in place however these were not always amended and reviewed to reflect any changes in people’s care.

People told us the care and support they received was safe and people liked their regular live in care worker. People felt these staff members were aware of their support and care needs. People told us in the event of them having a member of staff they did not get on with they would contact the management at the provider’s office and were confident the person would be removed. People confirmed the majority of staff sought people’s permission prior to providing care and support and assisted them in enjoying hobbies and interests.

The management team and staff we spoke with knew the action they would need to take if a person was at risk of abuse or harm. People were confident their care needs would be met including medicines. Staff assessed people with their food and drink and ensured healthcare needs were met. Healthcare appointments were made for people if needed and staff helped people with these.

We found a breach of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

You can see what action we told the provider to take at the back of the report.

This inspection took place on 4 February 2015. The provider was given two days’ notice of our inspection. This was to arrange for staff and people to be available to talk with us about the service.

Care for You is a small domiciliary agency which provides 24 hour live-in support to people in their own homes. On the day of our inspection the agency was providing 24 hour support to three people.

The registered manager identified in this report is no longer the manager of the service. 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. The registered manager had left the service the previous week, and the provider was in the process of recruiting a new manager. A senior member of staff was managing the service in the interim period.

People and their relatives told us they felt safe using the service and staff treated them well. Staff understood how to protect people they supported from abuse. People and their relatives thought staff were kind and responsive to people’s needs.

Management carried out regular unannounced checks on care staff to observe their working practices and to ensure records were completed accurately. There was an out of hours on call system in operation, this ensured management support and advice was always available for staff.

Staff were well trained and could meet the complex needs of people they cared for. The agency had good staff retention rates and low levels of staff sickness.

Management and staff understood the principles of the Mental Capacity Act 2005 (MCA), and supported people in line with these principles. Where people had been assessed as not having capacity, best interest decisions had been taken.

People told us they knew how to make a complaint if they needed to. They were confident that the service would listen to them and they were sure that their complaint would be fully investigated and action taken if necessary.

Staff, people and their relations felt the management of the service was open and transparent. Positive communication was encouraged and identified concerns were acted on quickly. The vision and values of the service was to encourage independence, respect and dignity.

At the time of our inspection Care for You had three people who used the service. They received 24 hour care. There were seven care staff working from the Coventry office.

During our visit we spoke with the registered manager. After our visit we spoke by phone with relatives of the three people who used the service and with four care staff. The people who used the service were not able to express their views.

Relatives told us that care and support needs had been agreed with them and the person who used the service before the care started. We were told copies of care plans were available in people’s homes.

One relative told us: “They are brilliant.” Another relative said: “We work together very well.”

The files we looked at contained care plans that were personalised and included people’s preferences.

People told us care staff were able to do everything they needed within the allocated time. They also said staff took their time and did not rush. One relative said: “They are part of the family.” All three relatives said care staff supported people in the way they preferred and respected their opinions.

Records showed the agency had systems in place to monitor the care provided and for managing identified risks. Relatives said they were happy with the care their family member received.

Relatives told us staff were pleasant and helpful. They told us they felt safe with care staff. One relative said: “I can completely trust their staff at all times