We inspected this service on 24 and 25 August 2017. This was an announced inspection, and we telephoned the provider two days prior to our visit in order to arrange home visits with people. This inspection was the first since the provider had registered with us in January 2017. The service was registered to provide personal care support to people living in the Cannock and Rugeley areas of Staffordshire. At the time of our inspection visit, 30 people were 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 safe receiving support from staff who understood how to protect people from harm and abuse. Risks to individuals were assessed, monitored and reviewed. Staff knew how to support people to minimised possible risks. There were enough staff to meet people’s needs and keep them safe. People were not rushed receiving their care, and staff were recruited safely. Staff received training to ensure they administered medicines safely and protected people from any harm associated with them.

Staff had the knowledge needed to carry out their roles. They received training to ensure they had the skills to meet people’s needs. People made decisions about their care and staff gained people’s consent before assisting them. When needed, staff knew how to support people to ensure their care was in their best interests. People were supported to have a balanced diet and maintain their health.

Positive caring relationships had been developed with people who used the service. Staff knew people well and the provider ensured that people received continuity of care. People’s independence was promoted, and their privacy and dignity respected. People were in control of their lives.

People were involved in the assessment and planning of their care and they received support that was individual to them. Their support was provided in a way that considered their personal and social needs. People were encouraged to give feedback about the support they received, and the provider responded to complaints in a timely manner.

The provider encouraged an open, positive culture within the service. Staff were supported in their roles and people were positive about the management and leadership in place. The registered manager had systems in place to assess, monitor and improve the quality of care people received. They understood their responsibilities as a registered person.