About the service: This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older and younger adults. At the time of our inspection of 16 and 18 April 2019, there were 37 people using the service.

People’s experience of using this service:

People who used the service told us they were happy with the service they received. People told us they shared good relationships with their care workers. People were supported by care workers who were skilled, motivated and caring.

The service had a system to ensure all care visits were completed. There had been some issues with staffing levels, this was being addressed. The systems for recruiting staff were safe.

Care workers supported people to keep safe, and acted when necessary to prevent any harm or abuse. Where required, people received safe support with their medicines.

People were consulted over their care needs and encouraged to make their own decisions. Care plans were person centred. Staff were responsive in identifying and reviewing changes.

There was a complaints procedure in place. People’s views were encouraged and used to drive improvement.

The service was well run and there were systems to assess and monitor the service and continuously improve.

Rating at last inspection: This was the first inspection for this service at this location. They had moved address in June 2018. The previous inspection at their former address was published 21 October 2016 and the service was rated good.

Why we inspected: This inspection took place as part of our planned programme of comprehensive inspections.

Follow up: We will continue to monitor this service according to our inspection schedule.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

First Choice Homecare is a domiciliary care agency which provides care and support to people. At the time of this inspection care was provided to 49 people living at home. The agency looks after people living in the town of Diss and Norfolk villages.

This comprehensive inspection took place on 27 September 2016 and was announced. It was carried out by one inspector.

The provider is required, as part of their registration, to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage a registered service. 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. A registered manager was not in post at the time of our visit. The provider was in the process of recruiting a manager to comply with the requirement part of their registration.

People were kept safe and staff were knowledgeable about reporting any incident of harm. People were looked after by enough staff to support them with their individual needs. Pre-employment checks were completed on staff before they were assessed to be suitable to look after people who used the agency. People were supported to take their medicines as prescribed.

People were supported to eat and drink sufficient amounts of food and drink. They were also supported to access health care services and their individual health and nutritional needs were met.

The CQC is required by law to monitor the Mental Capacity Act 2005 [MCA 2005] and the Deprivation of Liberty Safeguards [DoLS] and to report on what we find. At the time of our inspection no person was assessed to lack capacity. Staff members had an understanding of the application of the MCA. The provider was aware of the actions to take if a person required a DoLS application to be made.

People were looked after by staff who were trained and supported to do their job.

People were treated by kind staff. The provider was aware of the need to improve how people and their relatives were to be more involved in the review of their or family members’ individual care plans.

Care was provided based on people’s individual needs. The provider was taking action to improve staff punctuality. Work was also in progress to ensure that staff stayed the duration of people’s planned care visits. There was a process in place so that people’s concerns and complaints were listened to and these were acted upon.

There were interim management arrangements in place pending the successful appointment of a manager. There was a team of senior staff who supported care staff to look after people. Staff were supported and managed to look after people in a safe way. Staff, people and their relatives were able to make suggestions and actions were taken, if these were needed.