Eminent Domiciliary Care Agency is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a personal service to both older adults and younger disabled adults. At the time of our inspection seven people were using the service.

The inspection took place on 2 November 2017 and was announced. This was the first inspection of the service since they registered with the CQC in September 2015.

The service had a registered manager in post. 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 protected from the risk of abuse because the provider had policies and procedures in place and had trained staff on safeguarding adults from abuse. People were provided information on how to report their concerns. Staff understood signs to recognise abuse and how to report suspected abuse. They also knew how to whistle-blow if necessary to protect people.

The service assessed potential risks to people and put management plans in place to mitigate them. People received the care and support they needed from staff. Care visits were covered and there were arrangements in place to manage unplanned staff absences. Staff recruited to work with people underwent checks to ensure they were suitable for their roles.

People received the support from staff to take and manage their medicines safely. The service ensured staff were trained and understood good hygiene and infection control procedures. The service had a system to report incidents. These were reviewed by the registered manager and actions put in place to prevent reoccurrence and to ensure lessons were learned.

The registered manager assessed people’s care needs and devised care plans on how identified needs would be met. People were supported by staff who were trained, skilled and knowledgeable staff. Staff supported people with their nutritional needs.

The service worked with a range of professionals to meet people’s needs. Staff supported people to access healthcare services they required to maintain their health.

Staff and the registered manager understood their roles and responsibilities under the Mental Capacity Act (MCA) 2005.

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 support this practice. People consented to their care and the service provided before they were delivered. People told us that staff were compassionate and caring towards them. Staff involved people in day to day decisions about their care. Staff respected people’s dignity and privacy. . People were encouraged to maintain their independence as much as possible.

The service organised and delivered people’s care and support in a way that met their individual needs and requirements. The service was delivered in a flexible way in line with people’s needs. The service supported people with the end of life care in the way they wanted.

People knew how to raise complaints about the service and the registered manager responded in line with their procedure. People were asked for their views about the service. These were used to improve the service.

The service had a registered manager who was experienced and complied with their registration requirements. People, relatives and staff told us the registered manager listened to them. The registered manager carried out checks and audits to monitor service delivery and drive up improvements. The service worked in partnership with other organisations to improve the service.