This inspection took place on 24 October and 1 November 2017. The provider was given 6 days’ notice because the location provides a domiciliary care service and we wanted to make sure there was someone at the agency office to assist us with the inspection. We also asked the registered manager to arrange a customer forum where we could meet people who used the service. This is the first inspection since Accord Housing Association Limited was registered as the provider.

This service provides personal care to people living in their own home in the community. It provides a service to older adults, younger disabled adults and families. At the time of the inspection there were 365 people receiving a service and 145 care workers employed by the service. In addition to this, care coordinators, auditors, administrators, a trainer and the registered manager were based at the agency office.

The service has a manager in place who is registered with the Care Quality Commission (CQC). 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.

We found that the service had followed their policies and procedures when recruiting new staff and this had resulted in people receiving support from staff who were considered suitable to work with people who might be vulnerable.

We saw there were sufficient numbers of care workers employed to meet people's individual needs, and that people received the level of support they required to meet their agreed support package.

People were protected from the risk of harm or abuse because the provider had effective systems in place to manage any safeguarding issues. Staff received training on safeguarding adults from abuse and understood their responsibilities in respect of protecting people from the risk of harm. Staff also understood their responsibilities under the Mental Capacity Act.

People expressed satisfaction with the support they received from care workers. The feedback we received confirmed that people had positive relationships with care workers and felt care workers genuinely cared about them.

Care workers told us they were well supported by care coordinators and managers. They received an in-depth induction programme when they were new in post and regular refresher training. This included training on the administration of medicines.

There was a record of any accidents or incidents involving both people who received a service and staff. This allowed the provider to monitor whether any patterns were emerging or if any improvements to staff practice were required.

There was a complaints policy and procedure and this had been made available to people who received a service and their relatives. Complaints records showed that any complaints received had been investigated and people had been informed of the outcome.

The service had various ways of seeking feedback from people who received a service, including a customer forum. We saw that most of this feedback was positive, and action was taken to address any less than positive comments.

Further information is in the detailed findings below.