About the service: Furlong House is a domiciliary care agency that was providing personal care to 25 older people and people with physical disabilities at the time of our inspection.

People’s experience of using this service: People said staff were caring and kind. Staff treated people with dignity and respect, and protected and promoted their independence.

Risks to people were assessed and reduced. Medicines were managed safely. People were supported by stable staffing teams who had been safely recruited.

Staff were supported with regular training, supervision and appraisal. 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. Staff worked effectively with external professionals to promote people’s health and wellbeing.

People received personalised support and were involved in planning and reviewing this. Systems were in place to help people communicate their wishes and views. The provider had effective complaints processes in place.

The registered manager was a visible presence at the service, and we received positive feedback on their leadership. A range of quality assurance checks were carried out to monitor and improve standards. The service had successful partnerships in place with other professionals and organisations that benefited people receiving support.

Rating at last inspection: This was the first inspection of the service since it was registered in November 2017.

Why we inspected: This was a planned inspection under our inspection programme.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.