The inspection took place on 24 and 26 January 2018 and was unannounced. The last inspection that was carried out on the 9 March 2016 rated the service as Good in all five questions.

Careview Caring Support Services is registered to provide personal care services to people in their own homes. This service is a domiciliary care agency and also provides care and support to people living in a supported living environment, so that they can live in their own home as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

On the day of the inspection there were 25 people receiving support. 15 people were living in a supported living environment and 10 received domiciliary services.

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 received support that was safe and care staff knew what to do where people were at potential risk of harm. There was sufficient care staff to support people on a timely basis. Care staff had access to protective equipment and a good understanding of infection control to reduce any potential risks to the people they supported. Where people were supported with their medicines this was done as it was prescribed.

Care staff received support to ensure they had the skills and knowledge to meet people’s needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in place supported this practice.

People decided how they would be supported by care staff.

People were supported by kind, caring compassionate care staff who knew how to support them. Assessments and reviews took place that involved people. Care staff had received the appropriate training to ensure they were able to support people in line with the Equality Act(2010).

The provider had a complaints process in place to enable people to share any concerns.

The provider’s spot checks and audits were not consistently effective in identifying areas for improvement.

The provider enabled people to share their views by way of completing a questionnaire.

The inspection took place on 9 March 2016 and was announced. We gave the provider 48 hours’ notice that we would be visiting the service. This was because the service provides a domiciliary service and we wanted to make sure that staff would be available. This was the first inspection of the service.

Careview Caring Support Services is a domiciliary care service registered to provide personal care to people living in their own homes. On the day of the inspection there were 29 people receiving a 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.

Audits had been completed by the registered manager and issues identified were acted upon but records kept on accidents and incidents that occur at the service were not analysed to identify trends or patterns to reduce the risk of incidents reoccurring.

Staff were aware of the types of abuse people may be at risk of and knew the actions to take if they suspected someone was at risk of harm.

People received their care on time but did not always have support from the same members of staff. This had been identified by the registered manager who had begun taking action to address this.

People were given their medication in a safe way by staff who had received training in how to do this.

Appropriate recruitment processes were in place to reduce the risk of unsuitable staff being employed by the service. Staff employed by the service received appropriate training and support to carry out their role.

People told us that staff sought their consent before providing their care. Staff had an awareness of the Mental Capacity Act (2005) and knew how to support people to make their own decisions.

People were supported with meals where required. Staff had a detailed knowledge of people’s dietary requirements.

Staff worked alongside health professionals to promote the health and wellbeing of people and knew the action to take if someone became unwell.

People told us that staff were kind and treated them with dignity. People were encouraged to maintain their independence where possible.

People and their relatives were involved in planning for their care and took part in reviews to ensure that support continued to meet their needs.

People had been informed how to make a complaint. Where complaints had been made, these had been investigated fully by the registered manager.

People, their relatives and staff all spoke positively about the registered manager and the leadership of the service.

There was an open culture at the service. Staff were confident to raise concerns and whistle blow if required.