This was an announced inspection that took place on 8 and 13 June 2018.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It is located in the Leatherhead area and covers mid surrey.

This was the first inspection since the service was registered.

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 and associated Regulations about how the service is run.

People were satisfied with the care and support provided by the agency and were happy with the way staff performed their duties.

The agency kept up to date records that covered all aspects of the care and support people received, the support choices they had made and identified that they were being met. The records were clearly recorded, fully completed, and contained regularly reviewed information that enabled staff to perform their duties.

Staff were aware of their responsibilities regarding the people they supported, the tasks they performed and were aware of how people liked to receive support. Staff had appropriate skills and provided care and support in a professional, friendly and kind way.

Staff knew that they must treat people equally and respect their diversity and human rights. People said they felt fairly treated.

Staff received appropriate training and were accessible to people. They told us the organisation was good place to work for; they enjoyed working there and had access to good training and support.

The registered manager and staff encouraged people and their relatives to discuss health and other needs and passed on agreed information to community based health professionals, as required.

Staff protected people from nutrition and hydration associated risks by giving advice about healthy food options and balanced diets whilst still making sure people’s likes, dislikes and preferences were met.

The agency was aware of the Mental Capacity Act (MCA) and their responsibilities regarding it.

The registered manager was approachable, responsive, encouraged feedback from people and consistently monitored and assessed the quality of the service provided.

The health care professionals that we contacted were happy with the support that the agency provided for people.