About the service: Care Promise Limited is a domiciliary care service offering support to people living in their own homes. At the time of our inspection there were 40 people using the service.

People’s experience of using this service:

People received care and support from regular staff who were kind and caring. People’s needs had been fully assessed before they received support from the service. Care plans held sufficient detail for staff to offer support that reflected people’s individual needs and preferences. Care plans were reviewed regularly and updated as required. Staff understood the needs of the people they supported and had developed positive relationships.

Safe recruitment practices were in place and people were supported by staff that had undertaken a thorough induction process and training relevant to their roles. Enough staff were employed to meet the needs of the people using the service. Staff were supported through regular supervision and team meetings.

Risks to people had been identified and staff had clear guidance available to them to support people and reduce the risk. People were protected from the risk of harm and abuse. Staff had received training and felt confident to raise any concerns they had.

Medicines were managed safely by trained and competent staff. Medication policies and best practice guidance was available to all staff. Medication administration records (MARs) were fully completed and audited regularly. Staff had undertaken infection control training and understood actions required to minimise the risk of infection being spread. They had access to personal protective equipment (PPE).

People’s independence was promoted and their right to privacy and dignity respected. People and their relatives spoke positively about the staff and management team. People told us their views were regularly sought regarding all areas of the service. People felt confident to raise any concerns they had.

The registered provider complied with the principles of the Mental Capacity Act (MCA) 2005. Staff understood and respected people’s right to make their own decisions where possible and encouraged people to make decisions about the care they received.

Rating at last inspection: At the last inspection the service was rated Good (Report published August 2016)

Why we inspected: This was a planned inspection based on the rating of the last inspection.

Follow up: We will continue to monitor all intelligence we receive about the service until we return to visit as per our inspection programme. If any concerning information is received we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

This inspection took place on the 28 July 2016 and was announced. At our previous inspection in 2013 we had no concerns in the areas we inspected.

Care Promise Limited provides personal care to people in their own homes. At the time of the inspection there were 57 people using the service.

There was a registered manager in post. 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 were protected from abuse and the risk of abuse as staff knew what constituted abuse and who they should report it to if they thought someone had been abused.

Risks to people were assessed and minimised through the effective use of risk assessment and staff knowledge of people and their risks. There were sufficient numbers of suitably trained staff to keep people safe. They had been employed using safe recruitment procedures.

People's medicines were administered safely by trained staff who had been assessed as competent.

The Mental Capacity Act 2005 (MCA) is designed to protect people who cannot make decisions for themselves or lack the mental capacity to do so. The provider worked within the guidelines of the MCA ensured that people consented to their care, treatment and support or were supported to consent with their representatives if they lacked capacity.

People received care that was personalised and met their individual needs and preferences. The provider had a complaints procedure and people knew how to use it.

Staff were supported to fulfil their role effectively. There was a regular programme of training that was relevant to the needs of people, which was kept up to date.

People were supported to eat and drink sufficient amounts to maintain a healthy lifestyle dependent on their specific needs.

When people became unwell staff responded and sought the appropriate support. The provider worked with other health care agencies to meet people's needs.

People told us that staff were kind and caring. Staff felt supported and motivated to fulfil their role. They knew how to whistle blow and felt assured their concerns would be taken seriously.

The provider had systems in place to monitor the quality of the service. When improvements were required these were made in a timely manner.