This was an announced inspection that took place on 9 September 2016.

This service provides domiciliary care and support in people's own homes within a ten mile radius of the Guildford area. A range of services are available, including personal and social care, live in and 24 hour care, rehabilitation and home from hospital support. Domestic services are also available, such as laundry and shopping.

There was 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 and associated Regulations about how the service is run.

At the previous inspection on 3 June 2013, the agency was compliant with regulations. At this inspection the regulations were met.

People told us they were happy with the service provided and were notified of changes to staff and the timing of their care. The designated tasks were carried out to their satisfaction and the staff team really cared. They thought the service provided was safe, effective, caring, responsive and well led.

The records were kept up to date and covered all aspects of the care and support people received, their choices and identified and met their needs. They contained clearly recorded, fully completed, and regularly reviewed information that enabled staff to perform their duties very well.

Staff were knowledgeable about the people they gave support to and the way people liked to be supported. They also worked well as a team when it was required, such as calls that may require two staff members. Staff provided care and support in a professional, friendly and supportive way that was focussed on the individual and they had appropriate skills to do so. They were well trained, knowledgeable and accessible to people using the service and their relatives. Staff said the organisation was a good one to work for and they enjoyed their work. They had access to good training, support and there were opportunities for career advancement.

People and their relatives were encouraged to discuss health and other needs with staff and had agreed information passed on to GP’s and other community based health professionals, as appropriate. Staff protected people from nutrition and hydration associated risks by giving advice about healthy food options and balanced diets whilst still making sure people’s meal likes, dislikes and preferences were met.

The agency staff knew about the Mental Capacity Act and their responsibilities regarding it.

People told us the office, management team and organisation were approachable, responsive, encouraged feedback and frequently monitored and assessed the quality of the service provided.

People using the service were provided with information that enabled them to decide on their care and support. They told us that they were treated with dignity and respect, comments to us included "Oh gosh, yes", and "Very much so, excellent." People receiving care and support felt included in the decision making process regarding their needs, wishes and preferences. We were told "I am involved to a level I would expect", and "Staff always ask about things and discuss with me."

People confirmed that their care needs had been identified, discussed and agreed with staff. We heard from a person receiving care "They do what I want and I am involved in discussions." Staff were fully aware of their responsibilities in meeting such needs. We were told by people receiving services they felt safe with staff and we found staff understood the need to safeguard vulnerable people.

There were effective recruitment procedures, which ensured that only suitably skilled staff were employed. One person said "Staff are certainly trained."

People were able to feed back on the quality of the services provided and the staff assessed and monitored quality of service as an ongoing process.