The inspection took place on 01 August 2017 and was announced. This was the first inspection for this service.

EdenCare Support Services Limited provides personal care to people with a range of difficulties. At the time of the inspection there were approximately 38 people using the service.

There was a registered manager at the service. 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 we spoke with told us they felt safe with the carers who visited them. There were sufficient staff to cover the work and staff we spoke with told us they were able to meet all the commitments of their job and were given enough time to complete all tasks required and have meaningful interaction with people who used the service.

The recruitment process was robust and helped ensure people employed were suitable to work with vulnerable people. Medicines systems were safe and staff were suitably trained in medicines administration.

There were appropriate, up to date safeguarding policies and procedures and staff we spoke with were confident in being able to recognise and report any suspected abuse or poor treatment.

Environmental and personal risk assessments were undertaken for people who used the service, to help ensure the safety of workers and safe delivery of care and use of equipment. Staff had undertaken appropriate infection control training.

Staff induction was thorough and training records evidenced that mandatory training was refreshed annually.

Staff supervision sessions were undertaken every few months and we saw evidence of these discussions.

Care records included relevant health information and consent for issues such as medicines administration and key holding was signed appropriately. The service was working within the legal requirements of the Mental Capacity Act 2005 (MCA).

We spoke with people who used the service and they were positive about the care delivery. They told us the carers were always polite and respectful.

We saw from care records that people were involved in all aspects of care delivery and reviews of care. People’s independence was promoted and encouraged.

The service had an appropriate confidentiality policy and procedure and confidential information was locked away safely in the office. There was a service user guide which was given to all people who used the service and/or their relatives.

Assessments were thorough and the registered manager endeavoured to match up care workers with people they supported to ensure the service offered would best suit their needs.

Care plans were person-centred and included a range of health and personal information. Some people were supported to access activities in order to help them retain links with the wider community.

There was an appropriate complaints procedure and complaints were followed up appropriately. The service had received a number of compliments.

There was an out of hours service for people who used the service and staff could also access help and guidance if they required it via the out of hours number.

People who used the service felt the management were accessible and approachable. Staff meetings were held on a monthly basis.

Quality review forms were sent out on a regular basis to help ensure feedback was gathered from people who used the service. Spot checks were undertaken regularly.

Accidents and incidents were recorded appropriately and monitored by the registered manager to help ensure the risks were minimised in the future.