The inspection took place over several dates. On the 13 June 2018 we visited the office. On the 19 June 2018 we visited people in their own homes and on 22 June 2018 we telephoned people who used the service to get their feedback about their experience of the service. We gave the provider 48 hours’ notice of our intended inspection to make sure that appropriate staff were available to assist us with the inspection. At the time of our inspection seven people were being supported by the service. This was the first inspection to be carried out since the provider was registered with the Commission in July 2016.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community [and specialist housing]. It provides a service to [older adults], [younger disabled adults], [children].

There was a manager in post who had registered with the Care Quality Commission (CQC). 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 and associated Regulations about how the service is run.

The registered manager had arrangements in place to receive feedback from people who used the service, their relative, external stakeholders and staff members about the services provided. There was an effective system in place for people to raise complaints about the service they received.

We found that records were sufficiently maintained but the systems in place to monitor the quality of services provided required further development.

People are supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible, the policies and systems in the service support this practice.

We spoke with two relatives who told us that their family member was kept safe and was well cared and was supported by staff who were both competent and well trained. Staff had received training in how to safeguard people from potential abuse and knew how to identify the risks associated with abuse.

The provider operated a thorough recruitment processes which helped to ensure that staff employed to provide care and support were fit to do so.

There were sufficient numbers of staff available to meet individual needs and the service provided was flexible.

People who used the service and their relatives were complimentary about the abilities and experience of the staff who provided their care and support.

Staff supported people to stay safe in their home, and were supported to maintain their health and well- being. Staff developed appropriate positive and caring relationships with the people they supported and their family, feedback from people who used the service was consistently positive and complimentary.

Staff asked for people’s consent before providing care and support. People who used the service and their relatives, where appropriate were involved in the initial planning of the care and support they received. People’s personal information was stored securely and confidentiality was maintained.

People who used the service and their relatives told us they felt the staff provided care and support that was delivered in a way that promoted their dignity and respected their privacy. Staff were knowledgeable about people’s preferred routines and delivered care that was individualised.

We were told that staff listened to them and responded to them in a positive way. Relatives knew how to raise concerns if they needed to and told us they were confident that the registered manager would take appropriate action to address any concerns in a timely way.