We carried out our inspection on 28 February 2017. The inspection was announced.

Community Careline – North West Leicestershire is a domiciliary care service providing care and support to people living in their own homes. The office is based in Hugglescote Leicestershire. The service provides support to people living in surrounding towns and villages. They support people with a variety of care needs including physical disabilities, mental health needs and general care and domestic needs. At the time of our inspection there were 94 people using the service.

The service had a registered manager. 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 told us that they felt safe using the service. They felt safe because they were confident in the care staff’s ability to look after them and to promote their safety. Staff knew their responsibility to keep people safe from harm and abuse. They followed the provider’s guidelines to support people and report any concerns they had on people’s safety and wellbeing.

The provider completed relevant checks which ensured that care staff had the right skills, experience and were safe to support people. Care staff were available to support people at the times agreed in their care plan. Staff were assigned to support the same set of people in order to maintain consistency of care and positive relationship between people and their care staff.

Staff were provided with the training they required to carry out their role effectively. Staff were equipped with the skills they required to meet people’s needs. People spoke positively of staff expertise in looking after people living with dementia and similar conditions. They supported people in accordance with the Mental Capacity Act (MCA) 2005.

Staff supported people to meet their nutritional needs. They also supported people to access health care services when they needed this.

People told us that staff were caring and supported them with kindness and compassion. They also treated people with dignity and respect.

People’s care plans reflected their individual needs and preferences. Their care was provided in a person centred manner. The provider listened to feedback from people using the service and their relatives. People told us that staff acted promptly on their feedback.

People told us that they were satisfied with the service they received. Staff felt supported in their role which enabled them to deliver a good standard of care. The provider had effective procedures for monitoring and assessing the quality of service that people received.