Finesse Healthcare Ltd is a care service registered to provide personal care to people in their own homes (domiciliary care). The service specialises in providing a support to people in the local community who live in the Taunton area. We announced our intention to inspect the domiciliary service so we could be sure the registered manager, staff and people receiving a service were available to talk to us. Not everyone using the service receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of the inspection eight people were receiving the regulated activity ‘personal care’.

This inspection was announced and took place on 28 and 29 June 2018. This was the first inspection since the provider registered the service in March 2017. The service had only been providing personal care for approximately six months at the time of the inspection.

The registered manager who was also the provider ran the service from the site office and carried out hands on personal care. 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 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 supported this practice.

People told us they felt safe with the staff who provided their care and support. People were protected from harm because the provider had a robust recruitment process and staff received training in how to recognise and report abuse. People’s care plans included information on how they could raise concerns if they or a relative or friend felt they were at risk of abuse.

There were sufficient staff to meet the needs of people and an on-going recruitment programme was in place. This meant the staff team was expanding to meet the needs of a growing more diverse client group.

People were supported by staff who knew their needs and understood the importance of delivering effective care and support. All new staff completed an induction and worked alongside staff who knew the people before they worked alone. Records showed all staff also completed training relevant to the needs of the people they provided care and support for. All staff received one to one supervision when they could discuss their needs and the needs of the people they supported. The registered manager also carried out unannounced spot checks when they could observe staff and talk with people about the care they received.

People were supported by staff who were kind and caring. People said, “They are excellent,” and “Really nice caring staff,” and “I am more than happy with the staff who visit me.” People also confirmed staff treated them with dignity and respect and gave them time to comment on, and contribute to their day to day care and support.

People received care and support that was responsive to their changing needs. Staff had a clear understanding of people’s needs and how to meet them effectively. People were involved in discussing and setting up their care plans. During the inspection one person was assisted to express their opinion at a care review.

People and staff were supported by a registered manager/provider, who was open, approachable and listened to any suggestions they had for continued development of the service provided.

There were systems in place to monitor the quality of the service, ensure staff kept up to date with good practice and to seek people’s views.