About the service: Choice Global (home care) care agency. It provides personal care to people living in their own houses and flats.

People’s experience of using this service:

Care plans were developed when people started using the service. However, risk assessments had not always been developed for each identified risk and lacked detail and guidance for staff. Staff demonstrated verbally they knew people well and were aware of how to manage people’s individual risk.

Care plans were person centred and took account of people’s preferences. However, the care plans lacked the detail on how to provide the care and support listed. Staff we spoke with were aware of how to provide the support in the way people wanted.

The registered manager was very involved in the day to day support and care of people who used the service. However, the auditing and monitoring of the service needed to improve. Audits and checks were not always in place to ensure best practice.

People felt the care and support they received was safe. Staff received training in safeguarding and they knew how to report their concerns internally and externally to safeguarding authorities.

Relatives told us people could rely on staff coming to visit them, we found that calls were delivered on time and the registered manager allocated travel time between calls.

Staff received regular training, the registered manager observed their practical knowledge and competencies. Staff received appropriate training to meet people’s needs.

Relatives told us they were happy with the care provided for people by Choice Global.

Relatives told us the registered manager was approachable and listened to them, they felt confident to raise any concerns. Concerns or complaints were recorded and responded following the provider`s complaints policy.

Relatives told us staff were kind and caring towards people who used the service. People`s dignity and privacy were protected.

Staff were responsive to people’s needs and supported them the way they wanted.

The provider had policies and procedures in place which were based on current legislation and best practice guidance. Staff received updates when required to ensure lessons were learned when things went wrong.

Rating at last inspection: This was the first inspection of the service since the service registered with the Care Quality Commission on 30 November 2017.

Why we inspected: This was a planned inspection.

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