The inspection took place on the 18 October and 8 November 2016 and was announced.

Complete Choice Care provided a range of care services to people who live within their own homes across the Bury area. However due to recent changes in commissioning by the local authority the main area of support is now provided in the Whitefield area of the borough.

The service operates seven days a week and care packages can vary depending on the individual needs of people. Services provided include assistance with personal care, help with domestic tasks, the preparation of meals, medication monitoring, planned outings, social activities and carer support. At the time of our inspection there were 76 people using the service. Not everyone using Complete Choice Care receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided.

The service had a registered manager who is also the director and sole shareholder of the company. 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 that staff cared for them properly. Staff were aware of their responsibilities in protecting people from abuse and knew the procedure to follow so that people were kept safe. Systems were also in place to ensure the safety and protection of people’s property and belongings.

The management and administration of people’s medicines was safe and demonstrated people received their medicines as prescribed.

Where potential risks to people’s health and well-being had been identified, assessments and management plans had been put in place to help minimise potential harm or injury to people.

Sufficient numbers of staff were available to meet the individual needs of people so that their social, emotional and physical needs were met. Recruitment procedures were thorough so that only suitable applicants were appointed.

Staff received training in infection control and had access to protective clothing such as disposable gloves and aprons when needed. This helped to the reduced the risk of cross infection.

People told us they were involved and consulted about their care and support. Staff received training on the Mental Capacity Act 2005 and were aware of the importance of seeking people’s permission before carrying out personal care tasks.

Staff received on-going training, development and support. This helped to ensure staff had the knowledge and skills needed to meet the specific needs of people who used the service. Staff spoken with confirmed they received regularly training and felt they were equipped to support the people they visited.

Suitable arrangements were in place to help ensure people’s health and nutritional needs were met, where needed.

People and their relatives were complimentary about their experiences and the support staff provided. People told us staff treated them with dignity and respect at all times and encouraged them to be as independent as possible. Staff we spoke with were clearly able to demonstrate they knew people well.

People were informed and encouraged, where necessary, to take part in social and recreational opportunities to help promote people’s independence and community presence.

People’s records reflected their individual needs and wishes providing direction for staff about the support people wanted and needed.

People and their relatives told us the managers and staff were approachable and felt confident they would listen and respond if any complaints or concerns were raised. People told us they would have no hesitation in speaking wit