This inspection took place on 9 and 10 January 2017 and was announced. The provider was given notice of the inspection on 6 January 2017 because the location provides a domiciliary care service and we needed to be sure that someone would be in.

Easy Living Care Limited is a domiciliary care agency. At the time of our inspection, the service provided personal care and support to about 58 people who lived in their own homes. The service covers the main towns of Tiverton, Cullompton and the surrounding villages. The service provided an overall number of between 800 and 1,000 care hours to people each week. People’s contracted care hours ranged from two to 35 hours a week. Frequency of visits ranged from two to 28 visits a week. The service employed approximately 40 care workers.

The service has 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.

People were very complimentary and happy with the service provided. Comments included, “I find that all my carers are very cheerful and helpful when they come. It brightens up my day”; “All very kind and friendly to me … always do what I have asked”, and “I can’t thank you enough and your band of carers for the treatment I receive. I look forward to the visit from them.”

Staff were safely recruited, well trained and received supervision in their job roles. They felt valued, included and felt their opinions mattered. Care workers enjoyed working for the service and comments included, “t’s a lovely company to work for … I can’t fault it here … it’s a nice friendly, family atmosphere ... my opinions are valued” and “I am happy here … we are always busy but we all help each other.” Regular staff meetings took place to update care workers on important issues.

Staff knew how to recognise the signs of abuse and the correct action to take if they had any concerns. The registered manager knew to notify the local authority safeguarding team and the Care Quality Commission about any concerns about suspected abuse.

When people started to use the service, an assessment of their needs was carried out. Each person had an individual care plan which identified risk assessments. Staff were aware of how to reduce unnecessary risks to people. Medicines were given out safely and people were assisted to eat and drink meals of their choices. Care workers monitored people’s health needs and involved health professionals where necessary.

People confirmed staff sought their consent before providing any care and where people lacked capacity, staff demonstrated a good understanding of the Mental Capacity Act (MCA) (2005) and how this applied to their practice.

Staff developed positive and meaningful relationships with teams of regular care workers. People were treated with dignity, respect and privacy. Their independence was maintained and encouraged.

People knew how to raise any concerns or complaints and felt confident to do so. Where concerns were raised these were investigated and the appropriate action taken.

The service was open and inclusive and regular feedback was sought. The service was family run and the providers and registered manager carried out care calls when necessary. People and staff were very positive about the leadership of the service and felt communication was good. Further improvements in the management of the service were planned for the near future.

The provider had a range of quality monitoring systems in place which included spot

checks, regular staff meetings and a range of audits. Annual surveys were sent out to gain people’s feedback to improve the service. These were analysed and comments acted upon.