This announced inspection took place on 25 and 26 May 2017. This was the first inspection of care OWL Limited. Care OWL Limited is registered to provide personal care to people in their own homes. At the time of our inspection they were providing care to 13 people in their own homes.

There was a registered manager in place 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 is run.

People and their relatives told us they felt very safe whilst receiving care. Staff understood how to recognise signs of abuse and what to do to report it. Staff were knowledgeable about how to manage people’s assessed risks. People told us they were supported by sufficient staff who were always on time and stayed the correct amount of time. The provider had a safe recruitment process in place which ensured people were supported by appropriate staff. All the people we spoke with said they received their medicines on time.

People and their relatives told us the staff who supported them had been trained appropriately to meet their needs. People were involved in making decisions about their own care. When people required support to meet their nutritional needs staff provided the support they needed. People were supported to access outside health professionals.

Without exception everyone we spoke with told us how kind and considerate the staff were. They said staff regularly went over what was expected of them to ensure people received exceptional care. People told us staff always respected their privacy and dignity and treated them with respect. People told us where possible staff enabled them to be as independent as they were able.

People and their relatives told us they were involved in their care and were given choices about the support they received. Staff respected people’s views and choices. Staff were knowledgeable about people’s needs and individual preferences. The provider had a system in place should people wish to complain, however everyone told us they had not needed to because they were very happy about the care they received.

People told us the service was very well run and they could approach the registered manager when they needed to. People were happy to recommend the service to other people. Staff told us there was strong leadership in the service and they felt supported in their roles and were involved in how the service was run. Systems were in place to ensure people got safe, effective care which responded to their individual needs.