About the service: Falcon Carers is a domiciliary care agency registered to provide personal care to people living in their own homes. At the time of our inspection the service was providing personal care to 18 people in the Trafford area of Manchester. The office was based in Stafford.

People’s experience of using this service:

People were protected from the risk of harm and abuse by staff that had received training and felt confident to raise any concerns they had. There was an up-to-date safeguarding and whistleblowing policy in place for staff to refer to.

Recruitment procedures were safe and sufficient staff were employed to meet the needs of the people supported. Staff had all completed an induction at the start of their employment and training for their roles. Staff told us they were fully supported through supervision and regular management contact.

People’s needs were assessed before they were supported by the service and this information was used to create person centred care plans and risk assessments. Risks to people were clearly identified and guidance was in place to reduce risk. Staff had access to clear information about people’s likes, dislikes and preferred routines. Care plans and risk assessments were regularly reviewed to remain up-to-date.

Medication procedures were safe. Medication was managed in accordance with best practice guidelines by trained and competent staff. Medication administration records (MARS) were fully completed and audits regularly undertaken.

An infection control policy and procedure was in place to minimise the risk of infection being spread. Staff had completed training and had access to personal protective equipment (PPE).

The registered provider complied with the principles of the Mental Capacity Act 2005. Staff had received training and understood and respected people’s right to make their own decisions.

People and their relatives told us they received support on time and from staff that stayed the full time. People told us the staff were polite and courteous, kind and caring.

The registered provider had a complaints procedure in place that people and their relatives were familiar with and felt confident to follow. They said the registered manager listened and was responsive to any concerns they had.

Rating at last inspection: Good (Report published April 2016)

Why we inspected: This was a planned inspection based on the rating of the last inspection.

Follow up: We will continue to monitor all intelligence we receive about the service until we return to visit as per our inspection programme. If any concerning information is received we may inspect sooner.

The inspection took place on 17 March 2016 and was announced. This was the services first inspection since it registered in 2014.

Falcon Carers provided personal care to people in their own homes. At the time of the inspection one person was using the service.

There was no requirement for a registered manager. The registered provider managed the service. For the purpose of this report we will refer to them as 'the 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 protected from abuse as staff knew what constituted abuse and who to report it to if they suspected it had taken place.

There were sufficient staff to keep people safe and to support people to follow their hobbies and interests.

Risks to people were minimised to encourage and promote people's independence. Staff were clear how to support people to maintain their safety when they put themselves at risk.

People's medicines were managed safely by trained staff.

Staff were supported to fulfil their role effectively and were offered applicable training.

The Mental Capacity Act 2005 (MCA) is designed to protect people who cannot make decisions for themselves or lack the mental capacity to do so. The manager followed the principles of the MCA by ensuring that people consented to their care or were supported by representatives to make decisions in their best interests.

People were encouraged to eat and drink a healthy diet and their choices were respected.

People were supported to access a range of health care services. When people became unwell staff responded and sought the appropriate support.

Staff demonstrated a positive value base and treated people with dignity and respect.

Care was personalised and met people's individual needs and preferences. The manager had a complaints procedure and people knew how to use it.

The provider had systems in place to monitor the quality of the service.