This inspection took place on 22 and 26 November 2018 and was announced. This was to ensure someone would be available to speak with us and show us records.

The service provides personal care for people who live in their own homes. Not everyone using Flexible Support Options Limited (Stockholm Close) receives 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.

On the days of our inspection there were 32 people using the service. Most of the people who used the service had a learning disability.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good. There was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

There were enough staff on duty to meet the needs of people who used the service. The provider had an effective recruitment and selection procedure in place and carried out relevant vetting checks when they employed staff. Staff were suitably trained and received regular supervisions and appraisals.

Accidents and incidents were appropriately recorded and risk assessments were in place. The registered manager understood their responsibilities with regard to safeguarding and staff had been trained in safeguarding vulnerable adults.

Appropriate arrangements were in place for the safe administration and storage of medicines.

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 were protected from the risk of poor nutrition and staff were aware of people’s nutritional needs. Care records contained evidence of people being supported during visits to and from external health care specialists.

People who used the service and family members were complimentary about the standard of care provided by Flexible Support Options Limited (Stockholm Close).

Staff treated people with dignity and respect and helped to maintain people’s independence by encouraging them to care for themselves where possible. Support plans were in place that recorded people’s plans and wishes for their end of life care.

Care records showed that people’s needs were assessed before they started using the service and support plans were written in a person-centred way. Person-centred means ensuring the person is at the centre of any care or support and their individual wishes, needs and choices were considered.

Activities were arranged for people who used the service based on their likes and interests and to help meet their social needs.

The provider had an effective complaints procedure in place and people who used the service and family members were aware of how to make a complaint.

The provider had an effective quality assurance process in place. Staff said they felt supported by the registered manager. People, family members and staff were regularly consulted about the quality of the service via meetings and surveys.

The inspection took place on 5 and 6 May 2016 and was announced. We gave the provider 48 hours’ notice because the service was a domiciliary care agency and we wanted to make sure someone would be at the office to assist with the inspection.

The service provides personal care for people who live in their own homes in Durham, Newcastle, North Tyneside, Northumberland and South Tyneside areas. Most of the people who used the service had a learning disability.

We have not inspected the service since the provider changed its legal entity in May 2014.

There was a registered manager in post. A registered manager is a person who has registered with the CQC 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 told us that they felt safe. There were safeguarding policies and procedures in place. Staff were knowledgeable about what action they would take if abuse was suspected. No concerns were raised. There was a safe system in place for the management of medicines.

People, relatives and staff told us there were enough staff to meet people’s needs. There was a training programme in place. Staff were trained in safe working practices and to meet the specific needs of people who lived at the service.

People were supported to receive a suitable nutritious diet. People, relatives and health care professionals spoke positively about the caring nature of staff. We observed that people were supported by staff with kindness and patience.

People and relatives were positive about the responsiveness of staff. People were supported to continue their hobbies and interests.

There was a complaints procedure in place and people knew how to complain. Surveys and meetings were carried out to obtain people’s views.

People, relatives and staff were complimentary about the management of the service. A number of checks were carried out to monitor the quality and safety of the service. Staff told us that they enjoyed working at the service and morale was good.