This inspection took place 27 July 2017 and was announced.

Duo Homecare provides personal care for people in their own home. There were ten people receiving services for which CQC registration was required at the time we inspected.

A registered manager was in post at the time of our inspection. 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 was run.

People received the care they needed to reduce risks to their safety and to protect them from the risk of abuse. Staff understood some people needed support and encouragement to stay as safe as possible, and worked with other organisations to develop plans to provide the care people wanted. There was enough staff employed to care for people at the times they preferred, and to chat to people, so they did not feel isolated. Where people wanted assistance to take their medicines this was given by staff who knew how to do this safely.

Staff used their skills and knowledge to provide care to people in the ways they preferred. Staff worked with other professionals when required so people’s health needs were met. Staff took action when they had concerns for people’s health and people were encouraged to have enough to eat and drink to remain well. People were supported by staff who understood how to check if they agreed to the care offered, and who promoted their rights.

People had built strong bonds with the consistent staff team who supported them and trusted the staff that cared for them. People told us they felt valued by the staff that assisted them. Staff made sure people were receiving their day to day care in the ways they wanted. People were supported by staff who took their need for dignity and privacy into account, and this helped people to be reassured when they were cared for.

People decided what care they wanted and how they wanted this to be planned and reviewed. Staff worked flexibly so people received the care they needed, based on their individual histories and preferences. People’s care plans and risk assessments were updated as their needs changed, so they would continue to receive the care they needed. Support was available if people wanted to make any complaints about the service. Processes for managing complaints were in place, so any lessons would be learnt. None of the people or their relatives had needed to raise any formal complaints since their care had commenced.

Communication with the registered manager and provider was open, and people and their relatives were able to contact staff without delay. Staff understood how the registered manager expected people’s care to be given and were supported to provide good care. The registered manager and provider often provided care to people. They used this and other regular checks to make sure people were happy with the support provided. People and their relatives were encouraged to provide their views on the quality of the service, so this would develop further. A number of compliments had been received regarding the quality of the care provided and the kindness of staff.