We undertook an announced inspection of ECC Care on the 18, 19 and 23 October 2018. ECC Care is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. At the time of our inspection, 33 people were using the service, of which four people were in hospital. This was the service's first inspection at its current address.

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.

The service was not consistently safe. Although care was planned and delivered in a way that was intended to ensure people's safety and welfare, improvements were required to ensure people received their medicines as prescribed. People and relatives felt safe receiving care from the service. There were enough staff to meet people's needs who had been recruited and employed after appropriate checks had been completed. There were effective infection control practices in place to mitigate the risk of the spread of infection.

The service was effective. Newly appointed staff received an induction to the service and on-going training and support to enable them to effectively fulfil their roles and responsibilities. Staff understood the principles of the Mental Capacity Act 2005 (MCA) and supported people to have maximum choice and control over their lives. The policies and procedures in the service support this practice. The service worked with health and social care professionals in assessing, planning and reviewing people’s care and treatment. Where required, people were supported to meet their nutritional needs.

The service was caring. Staff were kind and caring, treated people with respect and upheld their dignity. People’s independence was promoted and they were encouraged and supported to do as much as they could for themselves. Care plans provided guidance to staff on how people wished to be cared for.

The service was responsive. The service was flexible to ensure people’s needs were met. People and relatives were involved in the planning and review of their care. Care plans reflected people's current care and support needs and provided guidance to staff on how people wished to be cared for. There was an effective complaints system in place. Where end of life care was provided, this was done in a compassionate way.

The service was well led. Staff felt valued and enjoyed working at the service. There were systems in place to assess and monitor the quality of the service and to drive continuous improvements. The registered manager had developed positive relationships with people, relatives, staff and health and social care professionals.

Further information is in the detailed findings below.