The inspection took place on 5 May 2017 and was announced.

First Call Homecare Ltd is registered to provide personal care to people living in their own homes. There were 70 people using the service on the day of our inspection.

The service is required to have a registered 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. At the time of our inspection, there was no registered manager in post. We met with the director who was carrying out the day-to-day management of the service, and had applied to CQC to become registered manager of the service.

People were protected from harm and abuse by staff who had been trained in how to work safely. Staff understood how to recognise and report abuse to the management team. The provider had developed clear procedures for dealing with any abuse concerns. The risks to people had been assessed, recorded and plans implemented to manage these. People’s involvement in decisions about risks was encouraged. The provider employed sufficient staff to ensure a consistent and reliable service. People had the consistent support they needed to take their medicines safely.

Staff had the training and support needed to carry out their job roles effectively. People’s consent to care was sought and their day-to-day decision-making supported by staff. Staff helped people to have enough to eat and drink, where required. Staff supported people to access professional medical advice and treatment when there was a deterioration or change in their health.

Staff took a caring approach towards their work and got to know people well as individuals. People were encouraged and supported to express their views, and these were listened to by the management team and staff. Staff understood and promoted people’s rights to dignity and respect.

People received care and support that was tailored to their individual needs and requirements. Staff recognised the importance of working in accordance with people’s care plans. People and their relatives knew how to raise concerns and complaints with the provider, and felt comfortable doing so.

The management team encouraged a positive ongoing dialogue with people, their relatives and staff. People found the management team responsive to any issues and approachable. Staff had confidence in the management team, felt valued in their roles and were clear what was expected of them. The provider’s quality assurance activities enabled them to assess and improve quality of the service people received.