We inspected this service on 6 December 2016. This inspection was announced. This meant the provider and staff knew we would be visiting the service’s office before we arrived. This was the first inspection since the provider’s registration at this office on the 2 March 2016. The service provides support to people within their own homes. There were 18 people in receipt of personal care support at the time of this inspection visit.

The service had a registered manager in post. 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.

Staff knew about people’s individual capacity to make decisions and supported people to make their own decisions. When people were unable to consent, decisions were made in their best interests with the involvement of their family and friends. However capacity assessments were not decision specific to ensure all areas of care were assessed.

People received their calls as agreed because there was enough staff available to them. The staff were knowledgeable about the support people needed to enable it to be provided in a safe way. Systems and processes were in place to protect people from the risk of harm. Staff understood what constituted abuse or poor practice and people were protected against the risk of abuse, as checks were made to confirm staff were of good character. People were supported to take their medicine when needed and medicines were managed safely. Equipment was in place to meet people’s diverse needs which enabled them to maintain choice and independence.

Staff were provided with training to develop their skills and enable them to support the people they worked with. Staff felt supported by the management team and received supervision to monitor their conduct and support their professional development.

The delivery of care was tailored to meet people’s individual needs and preferences. People’s needs were assessed and care plans where developed with people and their representatives, which directed staff on how to support them in their preferred way. People were supported to maintain a diet that met their dietary requirements and preferences and were supported to access healthcare services.

People knew how to complain and we saw when complaints were made these were responded to in line with the provider’s policy. Staff felt listened to and were happy to raise concerns. People felt the service was well managed. The provider sought the opinions from people who used the service to bring about changes.

Quality monitoring checks were completed by the provider and manager and when needed action was taken to make improvements. The registered manager and provider understood their responsibilities around registration with us.