About the service: Dependable Home Care Services provides personal care and support to people living in their own homes. At the time of inspection 27 people were receiving support with personal care and 19 staff were employed by the service including the registered manager.

People’s experience of using this service: People spoke highly of the care staff who visited them from Dependable Home Care Services. People’s privacy, dignity and independence was promoted. Positive relationships had developed between people receiving support and care staff.

The registered provider had a complaints policy in place. Information about the complaints process was provided to people from the initial contact We identified that although complaints had been actioned, feedback was not always recognised as a complaint. We discussed this with the manager and they told us they would address this without delay.

There wasn't a centralised log of communication from professionals and others for people receiving a service. This was immediately remedied following the inspection.

The provider had safeguarding and accident reporting processes in place that the staff were fully aware of and followed.

The service was a small, family run business which had worked with other social care professionals to improve and provide quality care. The provider told us that they never accepted a care package unless they were confident that they could meet the person’s needs to a high standard.

Care plans and risk assessments were clearly recorded. They detailed how people wished and needed to be cared for. They were regularly reviewed and updated as required with input from the people using the service. We saw that people and their relatives were involved in supporting staff to understand how people wished to be cared for.

People told us that for the most part, their support was provided by the same staff which meant they were supported by staff they were familiar with and comfortable with. This was good practice. People told us staff turned up on time and that they received the support they needed.

Recruitment processes were in place and pre-employment checks were carried out. Staff employed by the service received an induction into their job role and were appropriately, trained and supported to meet people’s needs safely.

Medicines were administered safely and in accordance with the service’s policy.

The service worked closely with other health and social care professionals and feedback we received said that the provider was flexible in the support that they provided.

The registered provider was complying with the principles of the Mental Capacity Act (MCA) 2005 and we saw that people had consented to their care.

Quality assurance processes were in place and the provider had up to date policies in place to guide staff practice.

People also had the opportunity to share their thoughts, opinions and suggestions about the support they received and we saw that the manager and staff used this feedback to learn from and improve the service.

Rating at last inspection: This was the first inspection of the service since it registered with CQC.

Why we inspected: This was a planned comprehensive inspection as part of CQC’s inspection schedule.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.