The announced inspection was carried out on 30 April 2018. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we wanted to make sure someone would be available to speak with us. This was the first inspection since the service registered with the Care Quality Commission.

Clementina Support Services (CSS) provides support to people’s primary carers by providing them with respite support by way of a sit in or companionship service. They are registered to provide personal care. The provider also runs a weekly day centre and a luncheon club.

The service is required to have a registered manager and there was one 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.

Policies and procedures for safeguarding people at risk of abuse were in place and the registered manager understood how to keep people safe from harm. Risk assessments for risks to people and those associated with the home environment were in place. Relatives confirmed they felt their family members were kept safe.

Recruitment procedures were in place and recruitment checks were carried out. There were enough staff to meet people’s needs and relatives confirmed staff attended on time and spent the allocated time with their family member.

Policies and procedures for the management of medicines were in place and being followed. People were protected from the risk of infection as staff understood infection control procedures and followed them.

People were assessed prior to receiving care so their needs and wishes were identified and could be met. Staff received the training and supervision they needed to provide them with the skills and knowledge to care for people effectively.

Staff provided any assistance people required with mealtimes. If staff had concerns regarding people’s health they understood the processes to get help and advice for the person.

Staff understood people’s right to make decisions for themselves and people using the service were able to do so. Policies were in place and staff understood that if decisions ever had to be made on a person’s behalf then this must be in their best interests and as least restrictive as possible.

Relatives confirmed staff were kind and caring and treated their family members with respect. Staff understood people’s right to make choices about their lives and encouraged and respected this.

Information about people’s needs and interests was comprehensive and provided a good picture of the person and how their needs were to be met. People were supported to pursue their interests.

There was a complaints procedure in place and relatives confirmed their family members had received copies and said they would feel confident to raise any concerns with the registered manager.

Relatives confirmed they were happy with the provider and felt the registered manager and staff understood how to meet and manage people’s needs. The registered manager was experienced in social care and understood the needs of the people using the service. Staff felt supported by the registered manager and were happy working for the service.

There were processes in place for monitoring aspects of the service and this was a work in progress. People’s care and support was reviewed and monitored and they were involved with this process and given the opportunity to provide feedback on the service they received. Policies and procedures were in place and reflected current good practice guidance and legislation.