This inspection took place 13 June 2016 and was announced.

Care of Excellence Limited provides personal care for people in their own home. There were 40 people receiving services for which CQC registration was required at the time we inspected.

A registered manager who was also the provider was in post at the time of 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 was run.

People were cared for in ways which promoted their safety and plans to manage people’s individual risks were in place. There was enough staff employed to care for people so people did not feel rushed. Where people wanted assistance to take their medicines this was given by staff who knew how to do this safely. People were protected from the risk of potential abuse and told us they felt safe because of the way staff cared for them.

Staff had the knowledge and skills they needed to care for people and recognised when people needed support from other organisations, such GPs and organisations with responsibilities for helping people to maintain their safety. Staff understood how to make sure people were in agreement for care to be given and the actions they needed to take to promote people’s rights. People were supported by staff to make their own decisions where this was needed. People were encouraged to have enough to drink and eat by staff who knew their preferences and dietary needs. Staff understood risks to people’s health and worked with people and health professionals when needed, so people were supported maintain their health.

People and their relatives had built caring relationships with staff. Staff listened to people and took action to make sure people were receiving their daily care in the ways they wanted. People were supported by staff who took their need for dignity and privacy into account.

People were encouraged to let staff know how they wanted their care to be planned. Where people were not able to do this the views of their relatives and other professionals were listened to. People’s care plans and risk assessments were updated as their needs changed, so they would continue to receive the care they needed in the best way for them as their needs changed. Support was available if people wanted to make any complaints about the service. Processes for managing complaints were in place, so any lessons would be learnt.

The registered manager and senior staff checked the quality of the care provided. People, relatives and professionals were encouraged to provide their views on the quality of the service. Changes had been introduced to develop people’s care and the service further. Staff understood how the registered manager expected people’s care to be given, so people would receive the care they needed in the way they preferred.