This inspection took place on 17 February 2016 and was announced. This meant we informed the provider at short notice of our visit.

Dignity- Innova House provides personal care to people in their own homes. At the time of our inspection the service was providing the regulatory activity of personal care to nine people.

Dignity- Innova House is required to have a registered manager in post. 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. At the time of our inspection the service had a registered manager.

People who used the service said they felt staff provided safe and effective care. Staff had a good understanding of the various types of abuse and their roles and responsibilities in reporting any safeguarding concerns. Staff also had received safeguarding adults training.

Safe recruitment practices meant as far as possible only people suitable to work for the service were employed.

Risks to people had been assessed and risk plans were in place that advised staff about how to manage and reduce known risks. We noted that environmental risk assessments had not been completed to support staff of any potential risks to themselves. Accidents and incidents were recorded and appropriate action had been taken to reduce further risks.

The provider ensured there were sufficient staff employed and deployed appropriately to meet people’s individual needs. The registered manager carefully considered any new requests to use the service to make sure these could be met. People who used the service said they had not experienced any missed calls and late calls were very rare. Additionally, people said that staff stayed for the duration of the call and they were not rushed. They told us that staff had time to spend with them and they had got to know them well.

Where people who used the service required support with their medicines, staff did this competently and safe practice guidance was followed.

Staff received a structured and planned induction, and received training and appropriate support. Refresher training was provided to support staff to keep up to date with any changes in best practice guidance.

The registered manager applied the principles of the Mental Capacity Act 2005 (MCA). Where people lacked mental capacity to consent to care and support, appropriate capacity assessments and best interest decisions had been made in line with this legislation.

Where people required support to eat and drink, staff provided appropriate support. They ensured people’s preferences concerning food and drinks were met and made readily available. Support was provided with people’s healthcare needs and action was taken when changes occurred.

People who used the service spoke highly of the staff and complemented them on their approach. They referred to them as kind and caring and that staff treated them with dignity and respect at all times. People also said that independence was promoted and this was important to them.

People who used the service said they were involved in their assessment, development and review of their care package. People were given information about what the service provided, this included how to make a complaint and the contact details of independent advocacy services.

Staff provided a responsive service that was based on people’s individual needs, preferences and routines. Some people required support to participate in social and community activities and staff provided support for people to engage in opportunities that were important to them.

People’s support needs were regularly reviewed for any changes and people were involved in these discussions and decisions. Where complaints had been received the registered manager had take