What life is like for people using this service: Systems and processes were not robust which left people at risk of receiving ineffective care. People told us the service was reliable and provided by caring, well trained and consistent staff. The registered manager, who was also the owner of the service, was passionate about providing high quality person-centred care but lacked the knowledge in some areas to implement safe systems to achieve this.

Risks had not always been identified and planned for. Staff did not have enough information about how to support people who, due to their needs, displayed behaviour which could be challenging to staff. Medicines were not always safely managed. Staff did not always have information about the medicines they were administering, and records did not always show people received their medicines as prescribed.

People’s rights had not always been upheld as the Mental Capacity Act 2005 had not been adhered to. Records showed that staff had not always respected people’s decisions about their care, despite not assessing their capacity.

Records were not complete. People’s needs had changed dramatically but their records had not been updated to reflect this. Monitoring arrangements in place to reduce the risk of financial abuse were not effective. Staff recruitment checks did not show safe processes had always been followed.

Checks the registered manager undertook were not robust enough to ensure that service was performing well and following processes. Accident and incidents were not reflected on to drive improvements.

People told us they felt safe and well cared for. They told us staff were conscientious, kind and reliable. Staff arrived when people expected them to, and stayed for the full duration of their visit. Staff afforded people respect and dignity and delivered care and support with compassion.

Staff had been proactive in sourcing new opportunities for people to participate in activities. Staff knew people well and understood their care needs. People told us they thought the service was well managed.

We identified three breaches of the Health and Social Care Act (Regulated Activities) Regulations 2014 around safe care, the need for consent and governance. Details of action we have asked the provider to take can be found at the end of this report.

Rating at last inspection: This is the first inspection of this service since it registered in October 2017.

About the service: Complete Community Health Care Ltd is a domiciliary care agency. At the time of our inspection 15 people, living in their own homes, were receiving personal care from the service. Care was provided to older people and people with physical health needs.

Why we inspected: This was a planned inspection.

Follow up: We will meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good.