East of England Homecare CIC is a domiciliary care agency. It provides personal care to people living in their own home. It provides a service to adults. At the time of this unannounced inspection of 01 October 2018 there were approximately 50 people who used the service. The agency currently cover Ipswich, Claydon, Bramford and Kesgrave.

At our last inspection on 6 December 2016, we rated the service overall good. The key questions safe effective, caring, responsive and well-led were all rated good.

At this inspection 01 October 2018, we found the evidence continued to support the overall rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

The service continued to provide people with a safe service. Care workers understood their roles and responsibilities in keeping people safe. Risks to people continued to be managed well, including people managing their daily lives and retaining their independence. The service learned from incidents to improve the service. Care workers had been recruited safely and there were enough care staff to cover people’s planned visits. Where people required assistance to take their medicines there were arrangements in place to provide this support safely. Systems were in place to reduce the risks of cross infection.

The service continued to provide people with an effective service. Care workers were well trained and supported to meet people’s needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Where required, people were supported with their dietary needs. People were supported to maintain good health and access healthcare services where needed. The service worked with other organisations to provide a consistent service to people and enable them to remain in their own home.

The service continued to provide people with a caring service. Care workers had developed good relationships with people. People consistently told us that care workers were kind and helpful. Care workers consistently protected people’s privacy and dignity and promoted their independence.

The service continued to provide people with a responsive service. People received care that was assessed, planned and delivered to meet their individual needs. People’s care records were accurate and reflected the care and support provided. Where required there were systems in place to care for people at the end of their lives. The service listened to people’s experiences, concerns and complaints and acted where needed.

The service continued to provide a well-led service. A system of audits ensured the provider had oversight of the quality and safety of the service and shortfalls were identified and addressed. There was a culture of listening to people and positively learning from events so similar incidents were not repeated. As a result, the quality of the service continued to develop.

This inspection took place on 16, 19 and 22 January and was unannounced. The service was providing care and support to ten people in Ipswich and surrounding area.

There was a registered manager in place. 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.

People told us they were treated well by staff and felt safe with them. Staff could explain how they would recognise and report abuse and they understood their

responsibilities in keeping people safe.

Where any risks to people’s safety had been identified, the management had thought about and discussed with the person ways to mitigate risks.

People told us that staff came at the time they were supposed to or they would phone to say they were running a bit late.

The service was following robust recruitment procedures to make sure that only suitable staff were employed at the service.

People and their relatives were positive about the staff and told us they had confidence in their abilities. Staff told us that they were provided with training in the areas they needed in order to support people effectively.

Staff understood that it was not right to make choices for people when they could make choices for themselves.

People confirmed that they were involved in the planning of their care and support. Care plans included the views of people using the service and their relatives. People and their relatives told us that the management and staff were quick to respond to any changes in their needs. Care plans reflected how people were supported to receive care and treatment in accordance with their current needs and preferences.

People told us they had no complaints about the service. However, they felt they were able to raise any concerns should they need to.

The service had a number of quality monitoring systems including regular care plan reviews . We saw the recent quality assurance survey which was positive.

The registered manager was passionate about providing high quality care and support. This extended to establishing the business as a community interest company with plans to plough back profit to improve the quality of life of people using the service.