We carried out an unannounced comprehensive inspection of this service on 26 June and 28 July 2015. Breaches of legal requirements were found. After the comprehensive inspection, the provider wrote to us to say what they would do to meet legal requirements in relation to regulation 17 and regulation 18 of the Health and Social Care Act 2008 (Regulated activities) Regulations 2014.

We undertook this inspection on 16 June 2016 to check that they had followed their plan and to confirm that they now met legal requirements.

We gave the provider 48 hours’ notice of our intention to undertake an inspection. This was because the organisation provides a domiciliary care service to people in their homes; we needed to be sure that someone would be available at the office. A registered manager was in charge when we inspected the service. Registered managers 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. This service was not required to have a registered manager in post. The service supported 39 people with care in their home when we inspected.

People told us they felt safe with staff in their home. People were supported by regular staff that visited them and who they felt safe to be around. Staff understood the signs of abuse and understood that any concerns they had would need to be reported. Staff understood who these concerns could be reported to. The registered manager understood their obligations and ensured staff training on the subject was up to date.

Staff understood people’s health conditions and the associated risks to their health. People were supported by staff that had been employed following recruitment processes that included background checks to assure the registered provider of their suitability to work at the service. People were supported by the correct number of staff and staff attendance at calls was monitored by the registered manager through an electronic call monitoring service. People’s support to take their medicines was also reviewed regularly. Staff were made aware of any changes in how they needed to support people if this was relevant.

People received care from staff who received regular support and training. Staff could attend supervision meetings where they able to discuss areas of people’s care they were unsure of needed guidance on. People were involved in their care so that their consent was obtained and they understood what staff were doing. Staff understood the importance of obtaining a person’s consent and benefitted from training on the subject. People were involved in making choices about the meals and drinks prepared for them. Staff ensured people were given access to drinks and had plenty of fluids.

People’s care needs were updated regularly and people’s preferences were known and understood by staff. People were familiar with staff who regularly attended their calls. People told us this helped them because staff knew how they liked things completed. People’s privacy and dignity were respected in ways that were important and individual to them. People understood they could complain if they needed to and that there was a process for raising complaints. The registered provider had a system for recording and responding to complaints as well as analysing trends in complaints.

People felt comfortable contacting the office and speaking with the management team. They knew some of the people working at the office because staff had either visited them in their home or called to speak with and check they were happy with their care. The registered provider had reviewed and improved systems since the last inspection to ensure people had a positive experience of care. Improving staff satisfaction had also been addressed by the management team. A number of initiatives were being implemented to make reviews of people’s ca