This inspection took place on 10 October 2016, with follow up telephone calls being made to people who used the service, their relatives and staff on 13 and 14 October 2016. The inspection was announced. The service had been registered with the Care Quality Commission since November 2011 and had previously been inspected during October 2013, when the service was found to be compliant in all areas inspected.

Complete Care West Yorkshire Limited provides domiciliary care services to approximately 80 people in their own homes. The people who received these services have a wide range of needs.

The service had a registered manager in post at the time of our inspection. 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 they felt safe and staff had received safeguarding training in order to keep people safe. There were robust recruitment practices in place, which meant staff had been recruited safely. Risks to people had been assessed and reduced where possible.

People received effective care and support to meet their needs. People felt staff had the necessary skills and training to provide effective care and support. Staff told us they felt supported and we saw staff had received induction and training as well as ongoing supervision and appraisal.

Care and support was provided in line with the principles of the Mental Capacity Act 2005. We saw from the care files we reviewed, consent had been sought and obtained from people, prior to their care and support being provided.

People we spoke with told us staff were caring. The staff we spoke with were enthusiastic and were driven to provide good quality care. Staff told us how they respected people’s privacy and dignity and the people we spoke with confirmed this. People were encouraged to maintain their independence.

Care and support plans were detailed and personalised, taking into account people’s choices and preferences. People had been involved in their care planning and told us they felt they could make their own choices. Appropriate referrals for additional support for people were made when necessary.

People and the staff we asked told us they felt the service was well led. Quality assurance checks and audits took place, although these were not always consistent. Staff told us they felt supported and people felt able to contact the office in the knowledge they would be listened to.

The vision, mission and values of the organisation were clear and these were communicated and discussed with staff regularly to ensure staff were working towards these aims.

We spoke with 11 people who used the service including two relatives. People told us they felt involved with their care. People told us the staff treated them with dignity and respect. People said that carers knew what support they wanted and carried it out. Comments included:

“They (carers) know what I need and they do it. I can’t complain I get what I want and am satisfied.”

“Care is very good but once you get settled with a team it changes.” ‘On the whole care is very good’

‘Carers are very good they are good with timing. I like to see them’

We spoke with four carers, a team leader, two care coordinators and the manager. The staff we spoke with gave good examples of how they treated people with dignity and respect and how they involved people in their care.

We looked at a sample of six care records and saw each person had a care plan and risk assessment which covered their needs.

Staff received regular supervisions and the provider had a system in place to ensure mandatory training was kept up to date.

The agency monitored the quality of the service by obtaining people’s views through annual service user questionnaire, spot checks and care record reviews.

We carried out this review as part of our routine schedule of planned reviews. We spoke with one person who used the service and four relatives on the telephone. Four of the people told us they were happy with the care and support they received, that the staff were respectful and that they do their job well. One person said that they had a number of changes of care workers.

Some people’s comments were;

“They are always reliable and they all work well together. I have no complaints”

“They let you know what is happening”

“They always oblige with what I ask them to do”

"Everyone is wonderful I have no complaints.”

We visited the agency and spoke with the manager, a care coordinator, team leader, three care staff and the accountant who also delivers some of the training. We also looked at records at the agency. For example we looked at complaints log which confirmed peoples' concerns were sought and followed up.

Staff were happy with how the organisation operated and they told us that their views were always considered and responded to. Staff also said they had received enough training to equip them with the right skills to do their job well.