This inspection took place on 17 July 2018 and was announced.

Diadem Care Limited is registered to provide personal care to people. This service is a domiciliary care agency. It provides personal care to people living in their own homes, including, older people, people a physical disability and younger adults.

At the time of our inspection the agency supported seven people with personal care and employed four care staff. The service is located in Coventry in the West Midlands.

This was the first inspection to Diadem Care Limited since they had registered with us in February 2017.

The service had a registered manager who was also the provider of the service. 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.

There were sufficient numbers of staff to complete all planned care calls at the times people expected and for the length of time needed. People told us they felt safe with the staff that supported them and knew they could contact the agency when needed. People were provided with an emergency contact number and told us their calls were always responded to.

People received their medicines as prescribed and staff had completed training to enable them to manage medicines safely and in accordance with best practice.

People had care plans which were personalised, and informed staff how people wanted their care and support to be provided. However, some of the records in care plans were either not sufficiently detailed or needed updating. Most risks associated with people’s care were confirmed in individualised risk management plans for staff to follow to minimise known risks.

Staff were aware of risks associated with people’s care and knew the signs to look for of potential abuse. Staff knew to report any concerns to the registered manager to ensure these were acted upon to keep people safe.

The registered manager and staff worked with other professionals to support people to maintain their health and well-being.

Staff had a good understanding of the needs and preferences of the people and where appropriate supported them with meals and drinks to maintain they hydration and health.

The management team consisted of the registered manager and a deputy manager. They worked together to monitor the quality and safety of service provided. There were some quality monitoring systems in place to help drive improvement of the service. This included regular discussions with people, relatives and staff to determine their views of the service. However, we found records generally were not sufficiently detailed. This applied to care plan records to show risks were managed and instructions were followed. Also records related to medicines, accidents and incidents and the complaints procedure. Quality monitoring systems had not been effective in identifying these areas of improvement to ensure the service ran safely and effectively consistently.

The provider’s staff recruitment systems reduced the risk of unsuitable staff being employed. New staff completed an induction in line with the Care Certificate. Staff also completed ongoing refresher training to ensure they had the skills and knowledge needed to support people safely. Staff attended supervision meetings on a regular basis so the registered manager could assess any training and development needs. Staff told us they enjoyed working for the agency and felt valued due to the support they received.

People felt staff had the knowledge and skills needed to meet their needs and spoke positively of the support they received. People, and where appropriate relatives, were involved in developing and reviewing planned care so that they continued to be satisfied with the serv