Fuchsia Homecare Ltd is a large domiciliary care service which provides personal care and support to people living in their own homes. When we inspected on 13, 15 and 28 September 2017 there were 121 people using the service. This was an announced inspection. The provider was given up to 48 hours’ notice because the location provides a domiciliary care service and we wanted to be certain the registered manager and key staff would be available on the day of our inspection. We also wanted to give them sufficient time to seek agreements with people that we could visit them in their homes to find out their experience of the service. This service was registered in 11 February 2016. This was their first inspection.

A registered manager was 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.

People and their relatives were extremely complimentary about their care workers. They told us that they were kind, compassionate and respectful towards them. They described how they consistently received safe and effective care by care workers they trusted, who knew them well and encouraged them to be as independent as possible whilst supporting them to achieve their goals and aspirations.

The leadership team were a visible presence which meant that care workers were aware of the values of the service and understood their roles and responsibilities. Morale was high within the workforce.

People were safe and staff knew what actions to take to protect them from abuse. The provider had processes in place to identify and manage risk. Regular assessments had been carried out and care records were in place which reflected individual needs and preferences.

Recruitment checks were carried out with sufficient numbers of care workers employed who had the knowledge and skills through regular supervision and training to meet people’s needs.

Where people required assistance with their medications, safe systems were followed.

Where care workers had identified concerns in people’s wellbeing there were systems in place to contact health and social care professionals to make sure they received appropriate care and treatment. Where required people were safely supported with their dietary needs.

.

People and or their representatives, where appropriate, were involved in making decisions about their care and support arrangements. As a result people received care and support which was planned and delivered to meet their specific needs.

Care workers listened to people and acted on what they said. They understood the need to obtain consent when providing care. They had completed training in relation to the Mental Capacity Act 2005 (MCA). Procedures and guidance in relation to the Mental Capacity Act 2005 (MCA) were followed which included steps that the provider should take to comply with legal requirements.

There was a complaints procedure in place and people knew how to voice their concerns if they were unhappy with the care they received. People’s feedback was valued and acted on.

A quality assurance system had been established with identified shortfalls addressed promptly which helped the service to continually improve.