About the service:

Dynamic care is a domiciliary care agency. It provides personal care to people living in their own homes. At the time of the inspection three people were using the service. Everyone using Dynamic care received personal care.

People’s experience of using this service:

• People told us they felt safe receiving support from Dynamic care and that staff were kind, helpful, respectful and genuinely caring.

• People told us they had regular carers who arrived on time.

• People’s files contained detailed risk assessments which were reviewed regularly.

• People and relatives told us they were involved in the care planning.

• The provider followed effective recruitment procedures.

• Staff received training appropriate to their role.

• There were safeguarding and whistleblowing policies and procedures in place.

• People were being supported daily to make choices and decisions about their care and support and to be as independent as possible.

• People's right to privacy and confidentiality was respected.

• People’s individual and diverse needs had been identified before moving to the service and plans of care had been developed.

• Staff responded to changes in people's needs.

• When people needed referring to other health care professionals such as GP's

or district nurses, staff understood their responsibility to ensure they passed the information onto relatives so that this was organised or they assisted the person to call themselves.

• Audits were completed and reviewed regularly.

• People, relatives and staff told us they had regular contact with the manager and that they were approachable and friendly.

• The registered manager demonstrated an open and positive approach to learning and development.

Rating at last inspection:

At the last inspection the service was rated Requires improvement. (report published 27 March 2018)

Why we inspected:

This was a planned inspection.

Follow up:

Going forward we will continue to monitor this service and plan to inspect in line with our reinspection schedule for services rated Good.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

This inspection took place on 8 February 2018 and was announced. We telephoned people who used the service on 9 and 12 February 2018.

This was the first inspection of this service since they registered with the Care Quality Commission.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older or younger adults, people living with mental health needs or dementia, physical or learning disabilities or sensory impairment.

The service is provided to people living in the Leicester area. When we inspected the service, there were three people who used the service.

The service had a registered manager. 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.

Staff demonstrated they understood potential signs of abuse. They knew how to report any concerns they may have. Potential risks to people's safety were identified. However, risk assessment records did not always include detailed information and guidance to aid staff to deliver safe care.

The provider followed safe recruitment processes to help ensure only suitable staff provided care and support. People told us sufficient numbers of staff were provided to meet people's needs. However, the provider did not maintain records to confirm this.

Systems to monitor the quality of the service were fragmented and records were not consistently maintained to demonstrate how these were used to drive improvements in the service. People, their representatives and staff were encouraged and supported to share their views about the service.

People were cared for by staff who had completed the training they needed to meet people's needs. The registered manager assessed staff competency to ensure training was effective.

People were cared for by staff who understood their health conditions and ensured they had sufficient to eat and drink to maintain their health and well-being.

People were supported to have maximum choice and control of their lives. People's care and support was provided once consent had been obtained in line with relevant legislation. People's right to decline their care was respected.

People were treated with respect by staff who demonstrated kindness and understanding. People and, where appropriate, their representatives were involved in determining their care and support. Staff supported people to maintain their privacy and dignity in the way they wished. People were supported to maintain their independence.

Care plans were person centred and reflected people's wishes, choices and decisions about their care and support. Records were regularly reviewed to ensure the care provided reflective people's current needs. Care was provided flexibly and people were able to make changes to their care and support.

People and their representatives were provided with information about how to make a complaint. People felt confident their concerns would be listened to and acted upon.

The registered manager was approachable and committed to providing good care. They understood the key challenges and limitations of the service and had developed a strategy to develop the service.